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Product Specialist
hace 2 meses
We are seeking a highly skilled Product Specialist to join our Global Customer Support department at Roche. As a key member of our team, you will be responsible for providing technical support and training to our affiliates for all digital products.
Key Responsibilities- Technical Support
- Provide 2nd level technical and applications support for affiliates and regions to minimize system downtime.
- Offer remote support and on-site support as needed to ensure successful complex repairs, applications, modifications, and first installations.
- Contribute to the knowledge transfer from manufacturer or R&D to provide comprehensive system knowledge to trainers, service representatives, customers, and Product- and Marketing Managers.
- Develop and maintain a product-specific knowledge pool and contribute to its content, ensuring correctness and relevance of information.
- Design, review, and update maintenance procedures.
- Develop and execute trainings for end customers, first-level support, regional trainers, and global staff.
- Contribute to initial certification and recertification of global and regional trainers.
- Support the professional coaching of certified global and regional trainers.
- Support Product Pilots and First Customer Monitoring.
- Contribute to the creation of preliminary documentation and FAQs for launch preparation.
- Create, review, and maintain training content and training documentation for job-oriented trainings and dedicated systems.
- Review Operator Manuals for content.
- Evaluate the need, write, publish, and maintain Service Notifications.
- Education
- Bachelor's degree in IT, Computer Science, Management Information Systems, or Medical-technical background with IT knowledge.
- Experience or background in support and training of software products.
- Fluency in English, oral and written; Spanish is an advantage.
- Strong interpersonal and stakeholder management skills, including a customer-focused approach, and highly effective teamwork and collaboration skills.
- Ability to explain complex technical concepts in an understandable manner.
- Experience in supporting Instrument SW and/or IT products, databases, and tools.
- Experience in designing and providing product trainings.
- Experience in service and support Laboratory SW related products.
- Familiarity with communication protocols (like HL7, ASTM,...).
- Familiarity with JSON file format.
- Familiarity with usage of cloud environments (AWS, Azure, or Google Cloud).
- Familiarity with Monitoring and Logging tools (like Grafana, Splunk,...).
At Roche, we foster a space where people feel free to contribute their ideas to create innovative solutions that enable us to maintain our competitiveness and market leadership.
We offer competitive compensation and excellent social benefits, including flexible work schedule and home office policies, medical insurance, pension plan, allowances for marriage and birth, training related to your career development, gym, meal allowance, flexible remuneration scheme with its fiscal advantages, and other benefits.
