Support&Training Specialist Laboratory IT

Spain, Sant Cugat del Vallès

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For our Global Customer Support department, we are looking for a 2nd level product specialist for our laboratory information systems. In this very versatile position you act as the trainer, supporter and coordinator at the pivotal point between our global affiliates and our internal departments with the following key responsibilities:

  • Carry out product trainings and contribute to the creation and maintenance of state-of the art training concepts and materials both for classroom (in training centers) and digital training
  • Contribute to constant knowledge flow from product development to our affiliates i.e. by creating / reviewing documentation and sharing best practices combining knowledge from medical laboratories and their workflows / process with product knowledge
  • Provide technical product support and expertise to our global affiliates for our laboratory information solutions (remote or on-site)
  • With your knowledge of laboratories you understand customer needs and build a bridge between customer needs and technical departments like development and 3rd level support to ensure fast resolution of customer requests
  • Maintain contact and communication with our global affiliates with the objective to achieve a high standard of customer satisfaction
  • Collaborate with and support the department product managers to achieve team goals and deliverables
  • Act as an interface between our global affiliates and internal functions such as Development, Marketing and Quality Management

Qualifications:

  • You have a clinical biochemistry or medical-technical background with an interest in IT or have an education/degree as an IT professional
  • Your communication skills, especially in English, are essential
  • Working in a customer-oriented and international environment motivates you and you are open to international travel (~20%)
  • You have explicit analytical skills and enjoy trouble shooting / solving customer requests
  • You look forward to work in a team of specialists and manage assigned tasks with growing responsibilities

Following knowledge and experience are additional assets

  • Knowledge in Microbiology, Hematology, Clinical Chemistry and other clinical disciplines
  • Experience in medical laboratories and an overview on common analyzers
  • Experience in laboratory diagnostics and/or service& support for related products
  • Proven experience in supporting SW and/or IT products
  • Proven experience in designing and providing trainings

Roche is an equal opportunity employer.

Customer Support, Customer Support > Technical & Application Support