Senior Support & Training Specialist

Switzerland, Zug, Rotkreuz RDI

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• Job facts

Global Customer Support (GCS) is the global organization responsible for technical services in Roche Diagnostics Division. Approximately 500 GCS co-workers are building a worldwide network of support and training centers, which provide assistance to local and regional service staff in the Roche Diagnostics affiliates and its external distributors.

We are looking for a Senior Support & Training Specialist to cover our Middleware and Inventory Management Solutions. In this versatile position you act as a product trainer, support specialist and customer project supporter at the pivotal point between our global affiliates and our internal departments.

What you can expect of this position:

• To work in a global international environment


• To be offered a career path in IT Product Services


• To join an open and motivated team

Responsibilities of the position include:

• Create, conduct and maintain product trainings for both class room training and e-learning for end customers, first level support, regional trainers and global staff


• On-site support for local and regional service and training activities


• 2nd level product support for affiliates and regions in order to minimize system down times supporting the resolution of customer problems with quick fixes and workarounds


• Write service manuals, publish and maintain service and quality notifications and other service relevant information and review the content of Operator Manuals


• Contributes to the knowledge transfer from manufacturer or R&D (new products or product care projects) to provide comprehensive system knowledge to trainers, service representatives, customers, Product- and Marketing Managers and Case Monitoring & Resolution Unit members


• On-site customer support for middleware and Inventory Management Solution projects

The following qualifications are required to be successful in this role:

• You have a clinical biochemistry or medical-technical background with a strong interest in IT or have an education/degree as an IT professional combined with experience in medical laboratories


• Strong verbal and written communication skills, especially in English, are essential


• Working in a customer-oriented and international environment motivates you


• Proven experience in customer support for complex IT installations


• You are willing to travel internationally to up to 25% of your working time


• You have explicit analytical skills and enjoy trouble shooting/solving customer requests


• Experience in logistics and supply chain management and laboratory diagnostics

• Who we areRoche Diagnostics International Ltd in Rotkreuz is one of the world's leading providers of diagnostic system solutions for clinics, laboratories and doctors' offices. The company employs over 2200 people in Rotkreuz and is one of Roche Diagnostics' main sites. Read more.
  
  Roche is an equal opportunity employer.


• Job facts
  
  
  
  • Location Switzerland, Zug, Rotkreuz RDI
  
  
  • Function Customer Support
  
  
  • Subfunction Technical & Application Support
  
  
  • Schedule Full time
  
  
  • Job level Individual contributor
  
  
  • Job type Regular
  
  
  • Division Diagnostics
  
  
  • Posted since 2018/12/12
  
  
  • Job-ID 201810-125677
  
  


• Get in touchMargret Frida Sigurjonsdottir


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