Support & Training Specialist

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

For our Global Customer Support (GCS) department, we are seeking a Support & Training Specialist for our Molecular Diagnostics family of products. GCS is responsible for technical services in the Roche Diagnostics Division. Our team of over 500 co-workers globally provides support, training, and information to local and regional service & support representatives. In this versatile position, you will be responsible for the following main tasks:

• Maintain and update a product-specific knowledge pool

• Offer 2nd level support for affiliates and regions to minimize system downtime

• Write support documentation, service relevant information, and maintain maintenance procedures

• Define and adhere to training and support concepts

• Execute and support training for end customers, first-level support, regional trainers, and global staff

• Contribute to the development and maintenance of training methodologies

• Assist in on-site support for local and regional service activities, including complex repairs, applications, modifications, and first installations

• Contribute to the resolution of customer problems with quick fixes and workarounds

• Facilitate knowledge transfer from manufacturer or R&D to provide comprehensive system knowledge

• Responsible for sub-processes such as digital learning and training documentation

Additional tasks include:

• Contribute to the certification of global and regional trainers

• Support initiatives and maintain strong cooperation with regional representatives

• Assist in the professional coaching of certified global and regional trainers

• Create relevant launch information for new products and support pre-launch and post-launch monitoring programs

• Create, review, and maintain training content and documentation for job-oriented trainings and dedicated systems

• Evaluate the need for Affiliate Notifications and write, publish, and maintain Notifications

• Contribute to the creation of preliminary documentation and FAQs for launch preparation

Who you are:

You thrive in an environment that allows you to interact with people internationally and across functions. You are customer-focused, service-oriented, and possess the following qualifications:

• University degree (FH, University) in engineering or equivalent professional education or experience

• Strong analytical skills and be able to be customer focused and work in an international environment

• Intercultural, good communication, and didactical skills

• Strong interpersonal and stakeholder management skills, including a customer-focused approach, and highly effective teamwork and collaboration skills

• Ability to approach issues from a workflow/holistic perspective

• Ability to quickly grasp complex topics

• Fluent in English, oral and written; another language is a plus

• Regional / Affiliate Support experience is a plus

• Trainer experience is a plus

If you are a motivated and collaborative individual passionate about driving success and fostering cross-functional collaboration, we invite you to apply for this exciting opportunity.

Who we are

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 Diagnostics International in Rotkreuz is a leading provider of diagnostic systems solutions, and the largest manufacturer of fully automated in vitro diagnostic systems in Switzerland. We are more than 2’700 passionate colleagues from over 65 nationalities. Find out more about our site in Central Switzerland, here.

Besides extensive development and training opportunities, we offer flexible working options, 18 weeks of maternity leave and 10 weeks of gender independent partnership leave. Our employees benefit from multiple services on site such as child-care facilities, medical services, restaurants and cafeterias, as well as various employee events.

We believe in the power of diversity and inclusion, and strive to identify and create opportunities that enable all people to bring their unique selves to Roche.