Who We Are
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.
Roche is strongly committed to a diverse and inclusive workplace. We strive to build teams that represent a range of backgrounds, perspectives, and skills. Embracing diversity enables us to create a great place to work and to innovate for patients.
For our Global Customer Support Chapter, we are looking for a 2nd level product specialist for Lab Applications Network and Provider Insights Network. In this very versatile position you act as supporter, trainer and coordinator at the pivotal point between our global affiliates and our internal departments with the following key responsibilities:
Offers comprehensive technical support to assure the highest level of customer satisfaction through analyzing and collecting customer data (log files, stack traces, thread dumps, etc.) to determine the cause of the problem, selecting and explaining the best solution, expediting the correction and following up to ensure resolution.
Ensure incidents and service requests are handled appropriately and in a timely and efficient manner; providing updates on ongoing incidents or projects
On-site support for local and regional service and training activities
2nd level product support for affiliates and regions in order to minimize system down times supporting the resolution of customer problems with quick fixes and workarounds
Utilize automated technology and instrumentation to diagnose, document, and resolve/avoid Customer issues
Identify trends in incident data and develop strategies to resolve recurring or chronic issues
Responsible for supporting NAVIFY products and cobas infinity central lab; resolving and/or escalating issues and notifying internal and external stakeholders
Create, conduct and maintain product trainings for both: class room training and e-learning for end customers, first level support, regional trainers and global staff
Helps transfer knowledge with teammates and first level support through: Development and Delivery of Formal Team Training sessions/Brown Bags, Formal Mentoring, Creation/Review of Knowledge Repository Articles for Provider Insights Network
Active collaboration on training material creation/approval and delivering trainings
Strong Collaboration with the team members located across the globe, with GCS RIS, and Life cycle members
Education Qualification Required:
Bachelor’s degree in IT, Computer Science, Management Information Systems, or Clinical Biochemistry or Medical-technical background with IT knowledge.
Must have at least 2+ years experience in providing customer support and advanced troubleshooting on SaaS based products
Must have experience with AWS, Azure, or Google Cloud
Hands on system administration experience and working knowledge of virtualization systems (Hyper-V, XEN, KVM, VMware)
Experience with system configuration and networking (DNS, DHCP, rout tables and routing)
Understanding of Microservices
Must be technically adept, hands-on capabilities, and multi-tasking skills
Customer-service oriented: Excellent client-facing verbal and written communication skills
Working knowledge of customer service/technical support software, databases and tools.
Flexibility to work customer business hours, if required including evenings and weekends.
Working in a customer-oriented and international environment motivates you and you are open to international travel (~25%)
You look forward to working in a team of specialists and manage assigned tasks with growing responsibilities
Experience preferred but no required:
Working at a Tier-2 level customer support
Supporting APIs, HL7, FHIR for exchanging electronic health records a plus
Production operations including logging and monitoring
With standard monitoring tools like Splunk, AppDynamics, New Relic and/or any other tools used for data driven decisions and analysis
Experience working with large enterprise customers in business-critical environments
Experience in clinical laboratories, their workflows and an overview on analyzers
You have at minimum 2 years of experience in laboratory diagnostics and/or service & support for IT products