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The Position:
Global Customer Support Chapter, we are looking for a 2nd level product specialist for Roche Digital Products. In this very versatile position you act as supporter, trainer, coordinator and the pivotal point between our Country organizations and our internal departments with the following key responsibilities:
Job Description Summary:
To provide technical support and training to our Level1 field service/Customer support centers etc. for digital products. Your high expertise and matrix leadership skills are key to ensure smooth operations of digital products.
Your main tasks:
Providing Level 2 technical and applications support allowing for a fast workaround or solution & remote support (on-site if required in very rare cases) for local and regional service activities.
To ensure success in complex troubleshooting, applications, modifications and first installations by continuous digital products knowledge acquisition.
Contributing to the knowledge transfer from manufacturer or R&D (new products or product care projects) to ensure product support and training readiness.
provide comprehensive system knowledge to trainers, service representatives, customers and post market quality (PMQ) members.
Being responsible for maintaining a product specific knowledge pool and contributing to its content. Responsible for correctness of information related to processes, e-learning, service documentation .
Writes service relevant information. Maintenance procedures are designed, reviewed and updated. Trainings are executed and supported for first level support, regional trainers and global staff.
Additional tasks:
Product Pilots are actively supported as well as First Customer Monitoring
Contributes to the creation of preliminary documentation and FAQs for launch preparation.Operator Manuals are reviewed for content
Creates, reviews and maintains training content and training documentation for job oriented trainings
Evaluates the need, writes publishes and maintains Service Notifications
Who you are:
You hold a bachelor’s degree in IT, Computer Science, Management Information Systems or Medical-technical background with IT knowledge.
You have experience or background in support & training of software products. You are fluent in English, oral and written.
You have strong interpersonal and stakeholder management skills, including a customer focused approach, and highly effective teamwork and collaboration skills, enjoy working in global matrix structures and self managed teams.
You have the ability to explain complex technical concepts in an understandable manner
Experience in supporting Instrument interface, LIS, lab related IT products, database and tools.
Experience in designing and providing product trainings
Familiar with communication protocols (like HL7, ASTM, …)
Familiar with JSON file format
Hands on system administration experience and working knowledge of virtualization systems (Hyper-V, XEN, KVM, VMware)
Familiar with usage of cloud environments (AWS, Azure or Google Cloud) will be a plus.
Familiar with Monitoring and Logging tools (like Grafana, Splunk, …) will be a plus
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.
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