Global Case Resolution Intern

Job description

The Position

As an intern in Global Case Resolution(GCR) you will be dealing with questions concerning SW product quality and product performance of Hospital/Laboratory Information Systems (HIS/LIS), medical data networks, middleware solutions and data communication. 

As a member of the GCR team, you will be working in a very transversal IT environment having the opportunity to work with different technologies such as Intersystems IRIS, JavaScript, HTML or  JAVA among other programming languages. You need to be able to read and understand source code in order to find out the root cause/causal factor of a SW malfunction/SW issue, and also be able to learn about Software requirements, fixing bugs process (even if you will not fix them)  and general code maintenance, all of it in an Agile environment where you could contribute with your own ideas and proposals in a team continuously improving

In this global function you are responsible for the timely and competent evaluation, investigation and resolution of inquiries and complaints coming from country organizations as well as for the documentation according to regulatory standards. Your main responsibilities and duties will include:

Responsibilities:

• Accountable for the timely handling of individual cases (Inquiry, Complaint, Potential Reportable and Safety issues) according to ISO Quality System requirements and regulations, and needs of the Country Organizations including creation, acceptance, classification, investigation, complete documentation, on-site trouble-shooting and resolution of cases.

• Resolves cases in the assigned area, potentially requiring consultation with more senior team members on technical or process-related aspects.

• Assumes responsibility to ensure, by collaborating and interfacing with the BA and global and/or local functions, appropriate measures from cases are derived, including, but not limited to workarounds, in a timely manner.

• May provide audit and inspection support as requested.

• Participate in the on-boarding and mentoring activities of new employees and team members as assigned.

• Interface with Affiliates and assumes responsibility for timely communication of quality related information to the Country Organizations. Supports initiatives and measures to maintain enhanced interfaces with country organizations and regional representatives.

• Responsible for experimental design of complaint investigations, conducts investigation experiments. May partner with internal Roche Global Functions (i.e. Operations, Research and Development, CDMA).

• Responsible for escalating cases which cannot be directly resolved to appropriate levels and initiating further investigation and communicates case derived information as appropriate.

• May contribute with skills to projects as e.g.SQUADs/community of practises.

• May act as a proxy for an Engineer role.

• Supports product teams by providing information from cases in order to update product documentation.

• The essential job functions and major contributions listed above are not intended to be an exhaustive list of all responsibilities, duties and skills. May be required to perform other duties as assigned to meet the PMQ goals and objectives as appropriate.

Requirements:

• You own a Graduate Degree from a University for Information Technology (IT) or from a Professional Education and Training College (Higher Technical School) or equivalent professional experience

• You successfully passed a vocational training in Information Technology

• Work experience in the area of information technology in either 1st or 2nd level support or R&D related functions

• Strong communication skills in English (written and spoken) are essential

• You are able to read and understand source code in a programming language.

• You have a passion for clean and structured code and solid future-proof architectures.

• You have in mind testing strategies.

• You are able to debug source code of different programming languages to understand the root cause of reported issues.

• Knowledge of other database engines is a plus

• Knowledge of IVD regulatory requirements and quality practices, especially in the area of complaint management (e.g., 21 CFR 820.198, ISO 10002, ISO 9001, ISO 13485) is a plus

• Knowledge of the diagnostic market is desired

At Roche, we are passionate about transforming patients’ lives, and we are bold in both decision and action - we believe that good business means a better world. That is why we come to work every single day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow.  

Our success is built on innovation, curiosity and diversity. With more than 100 digital technology and data initiatives already underway, Roche is working with innovative companies in the data, analytics and software fields to transform healthcare delivery through digital solutions. Moreover, Roche is one of the highest spender on research and development (R&D) among global pharmaceuticals, spending more than 20% of revenue. This substantial investment has resulted in products that have advanced the understanding of disease and transformed the practice of medicine. 

At the same time, sustainability is an integral part of Roche’s business. We are committed to mitigate environmental impact and climate change, proactively seeking new, more sustainable technologies to achieve this goal. For the eleventh time, Roche has been recognized as the most sustainable company in the Pharmaceuticals index of the Dow Jones Sustainability Indices (DJSI). 

We recognize the importance of work-life balance and personal well-being, consideringflexible working options, including remote working, and respecting personal downtime for all roles. We strive to provide our employees with the best possible work environment. For many years, Roche has been consistently ranked as a great place to work by its employees and by external institutions. Furthermore, we are proud to be an equal opportunity employer, offering extensivetraining and development opportunities that enable all people to bring their unique selves to Roche. 

At the Case Investigation and Resolution (CIR) department, you will learn about software solutions, as well as varied regulatory requirements and quality practices in the area of medical technology. In this challenging department, you will have freedom forinnovation and creativity. In addition, you will have autonomy and flexibility in how to approach your day-to-day tasks, mentored and guided by more senior members of the team. At CIR, we strive for an agile mindset in our daily work, focusing on achieving the best for patients and continuously working on improving our solutions. Working for Roche means more than just having a job. Guided by integrity, courage and passion, working for Roche means innovating diagnostics, shaping healthcare andchanging lives. 

Apply now and be part of our team!

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 is an Equal Opportunity Employer.