Product Support & Training Specialist, Engineering

Job description

  Job facts

SUPPORT & TRAINING SPECIALIST Engineering Essential Job Functions and Major Contributions

·  Supports the definition of and adherence to service-, training- and support concepts.
·  Reviews and maintains training content and training documentation for job oriented trainings and dedicated systems according to the training concepts. Trainings are executed and supported for end customers, first level support, regional trainers and global staff. Contributes to the training methodology for all job oriented trainings
·  Offers 2nd level support hotlines for affiliates and regions in order to minimize system down times, allowing for a fast workaround or solution. Multi Center Evaluation (MCE) studies are actively supported.
·  Provides on site support for local and regional service activities to ensure success in repairs, applications, modifications and first installations. Supports resolution of customer problems with quick fixes and workarounds.
·  Contributes to the knowledge transfer from manufacturer or R&D (new products or product care projects) to provide comprehensive system knowledge to trainers, service representatives, customers, Product- and Marketing Managers and Case Monitoring and Resolution Unit (CMRU) members.
·  Contributes to the maintenance of a product specific knowledge pool. Provides information in correct structure.
·  Optimizes processes continuously to increase quality and efficiency standards.
·  Contributes to support initiatives and measures to maintain intensive cooperation with regional representatives.
·  Performs initial certification and re-certification of global trainers and regional trainers, after completion of the trainer education.
·  Supports the provision of GCS service deliverables for all relevant milestones in development and product care projects. This includes service requirements, the review of Detailed Technical Descriptions (DTDs), Software Requirement Documents (SRDs) and the participation in service design reviews. Supports First Customer Monitoring (FCM).
·  Contributes to the creation of preliminary documentation and FAQs for launch preparation. Writes, publishes and maintains Service Bulletins (Product Bulletins are out of scope). Operator Manuals are reviewed for content. Creates instructions for use.
·  Contributes to the provision of Service Manuals (iSDOC) and service relevant information. Maintenance procedures are reviewed and updated.

Requirements:

University Degree (e.g. Medical Technology, Chemistry, Biology, Biotechnology)

Minimum Relevant experience in the diagnostic industry desirable including:
- Field experience

- Laboratory experience

- Trainer experience

Preferred:

·  Product education
·  Certified Trainer preferred
·  Experience with: microarray technology, ​sequencing technology, molecular biology, robotics platforms
·  Automation Experience, Liquid Handling (e.g., TECAN, Hamilton)
·  Imager/Scanner Experience, HT (e.g., GeneChip, GeneTitan)
·  Networking Experience (e.g., configuration)
·  General Knowledge, Mechanical Engineering
·  General Knowledge, Remote Service

·  Who we are

At Roche, 94,000 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 and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.