At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
The Position
In GCS RIS we are looking for 4 GCS RIS Support and Training Senior Specialist roles to provide technical expert support and training to our affiliates for the different digital customer area’s products (Lab Insights, Digital Infrastructure, Clinical and Patient Insights). Your high expertise and matrix leadership skills are key to ensure smooth operations of digital products in the Diagnostics healthcare environment.
Your main tasks and responsibilities:
- Knowledge & Documentation Management: Maintains product-specific knowledge bases and authors service manuals, maintenance procedures, and technical documentation.
- Training & Learning Path Development: Designs, updates, and delivers e-learning, virtual, and face-to-face training programs and learning paths for regional trainers, support staff, and customers.
- Multi-Tier Support & Field Assistance: Provides 2nd-level hotline support and on-site/remote assistance for complex repairs, first installations, and critical customer problem resolutions.
- Knowledge Transfer & Collaboration: Facilitates seamless technical knowledge transfer from R&D and manufacturers to regional teams, trainers, and product managers.
- Strategy & Multi-Product Oversight: Defines and enforces service, training, and support concepts while managing sub-processes across multiple product lines.
Additional tasks:
- Contributes to initial certification and recertification of global and regional trainers and is responsible for individual steps or update trainings
- Contributes to support initiatives and measures to maintain intensive cooperation with regional representatives
- Supports the professional coaching of certified global and regional trainers
- Supports First Customer Monitoring (FCM)
- Creates, reviews and maintains training content and training documentation for job oriented trainings and dedicated systems according to the training concepts
- Evaluates the need for Service Bulletins and writes, publishes and maintains Service Bulletins. Operator Manuals are reviewed for content
- Contributes to the creation of preliminary documentation and FAQs for launch preparation
- Permanently optimizes processes in order to increase quality and efficiency standard
Who you are
- Education & Industry Experience: Advanced degree in IT or a related field with 5+ years of experience in the diagnostics or software industry (including support/training background).
- Technical & Subject Matter Expertise: High degree of subject matter expertise and deep knowledge in software support, training, and communicating complex technical concepts clearly.
- Leadership & Project Management: Proven experience in project management or project leadership roles within global matrix organizational structures.
- Interpersonal & Stakeholder Management: Excellent teamwork, customer-focused stakeholder management, and cross-cultural collaboration skills.
- Language Proficiency: Fluency in English (spoken and written); Spanish proficiency is an advantage.
Following Knowledge Domains and Experience are additional assets:
- Lab Knowledge, Lab IT Knowledge, Middleware, EMR, LIS or HIS,
- Observability platforms and toolkits like Datadog, Grafana, Prometheus or Splunk.
- Cloud Architectures, Networks and Firewalls.
- Healthcare systems Interoperability standards like IHE, HL7v2, HL7 FHIR or similar.
- Programming languages like Python or similar.
Locations
You will be based in Sant Cugat, Spain. At the Company's discretion, an exception to the location requirement could be made under extraordinary circumstances.
As this position is a global role, international business travel will be required depending upon the business location of the successful candidate and ongoing business project activities.
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.
Roche is an equal opportunity employer.
Grade: SE5-6
Who we are
A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.