Support & Training Specialist (Total System Approach)
CDI Rotkreuz (Zug) Infra / Networks / Telecom
Job description
Job facts
For our Global Customer Support department, we are looking for a Support & Training Total Systems Approach Specialist in our Roche Molecular Diagnostics Analytics Team. You will be focused on both applications and hardware/software topics supporting products which fall under the team's responsibility.
In this versatile position you act as the supporter and trainer at the pivotal point between our global affiliates and our internal departments with the following key tasks and duties:
· Create in close collaboration with R&D the assay documentation and initial field service relevant procedures for HW and SW
· Create and maintain both applications and HW/SW training content and training documentation
· Author and maintain service documentation and other service relevant information
· Contribute to the knowledge transfer from R&D or manufacturer to the team as well as to service and support representatives
· Contributes and updates different knowledge data bases
· Service and Application Trainings are executed and supported for first level support, regional trainers and global staff
· Execute global trainer certifications
· Offer 2nd level support hotline for affiliates and regions in order to minimize system down time
· Provide on-site support for local and regional support activities to ensure success in first installations, repairs and modifications
Who you are:
· You want to work in an environment where you have the opportunity to influence.
· You want to work on both, the service and the application support
· You like to interact with people, internationally and across functions.
· You are able to work independent but also within a team. A proactive and solution oriented working style is a must.
· You are able to prioritize high workload and deliver results on the agreed timelines.
· You have an affinity to create technical documentation
Qualifications
· Academic (Fachhochschule or University) degree or similar education in Mechanical or Electronic Engineering, Biomedical Engineering
· Experience with Diagnostic Systems HW/SW and assay/application support
· Experience with Remote Services, Network Technologies, Firewalls, LIS and Simulators is a plus
· 2-3 years field support experience
· Service oriented
· Ideally trainer experience, didactic competencies
· Strong analytical skills
· Intercultural sensitivity
· Fluent in English, German is a plus
· Willingness to travel (30%)
· Who we are
Roche 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.
Desired profile
Who you are:
· You want to work in an environment where you have the opportunity to influence.
· You want to work on both, the service and the application support
· You like to interact with people, internationally and across functions.
· You are able to work independent but also within a team. A proactive and solution oriented working style is a must.
· You are able to prioritize high workload and deliver results on the agreed timelines.
· You have an affinity to create technical documentation
Qualifications
· Academic (Fachhochschule or University) degree or similar education in Mechanical or Electronic Engineering, Biomedical Engineering
· Experience with Diagnostic Systems HW/SW and assay/application support
· Experience with Remote Services, Network Technologies, Firewalls, LIS and Simulators is a plus
· 2-3 years field support experience
· Service oriented
· Ideally trainer experience, didactic competencies
· Strong analytical skills
· Intercultural sensitivity
· Fluent in English, German is a plus
· Willingness to travel (30%)
·