Global Customer Support Information Solutions Support and Training Specialist

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

For our Global Customer Support department, we are looking for a Support and Training Specialist for our Roche Information Solutions Clinical and Patient Insights Products.

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:

Main Tasks:

• Provide second-level technical support to minimize downtimes and offer quick solutions, both remotely and on-site (if needed).
• Continuously acquire and share RIS product knowledge, ensuring training and support readiness.
• Facilitate knowledge transfer to trainers, service representatives, customers, and product managers.
• Maintain and update a product-specific knowledge pool and create, review, and update service information, documentation, and training content.
• Develop and maintain training methodologies and learning paths, and conduct training for end customers and support staff.
• Communicate with affiliates and customers as needed, overseeing related processes like e-learning and service documentation.
• Define and adhere to service, training, and support concepts, optimizing processes to improve quality and efficiency.
• Support regional cooperation and manage certification and recertification of trainers.
• Assist in product pilots, develop preliminary documentation, and prepare for launches.
• Publish and maintain Service Notifications.
• International Traveling up to 30%.

Your Profile:

• Bachelor’s degree in IT, Computer Science, Management Information Systems, or a medical-technical background with IT knowledge.
• Experience or background in support and training of software products.
• High degree of subject matter expertise.
• Fluent 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.
• Strong intercultural competencies and good communication skills.
• Enjoy working in global matrix structures and self-managed teams.

Following Knowledge Domains and Experience are additional assets:

• Healthcare environments like Lab Middlewares, LIS or HIS.
• Interoperability standards IHE, HL7v2, HL7 FHIR or similar.
• Cloud Architectures and Networks.
• Observability platforms and toolkits like Datadog, Grafana, Prometheus or Splunk.

Roche fosters a space where people feel free to contribute their ideas to create innovative solutions that enable us to maintain our competitiveness and market leadership.

Our success as an organization depends on our ability to create an environment in which people are treated with respect and have the same opportunities and resources regardless of values, beliefs, race, age, sex, ways of thinking, experiences, preferences, behaviors and physical limitations.

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.