Application Support & Training Specialist

About the role

Roche Diagnostics Solution's Global Customer Support (GCS) is the global organization responsible for technical services in the Diagnostics Division. As an Application Support & Training Specialist based in Sant Cugat del Vallès, you will provide ongoing product support for analytical system platforms (clinical chemistry, immunochemistry and mass spectrometry analyzers), with a primary focus on integrated solution support and training of cobas pro systems. You will also cover laboratory implementations and solutions around network and IT topics such as HL7 host interfaces, mobile and remote solutions, and navify Lab Operations products.

Key responsibilities

• Provide technical support to application and customer support specialists, and contribute to med/high integrated solution training from design through implementation and execution.
• Analyze software and application-related problems and help define the right solutions.
• Ensure product support meets the needs of distribution organizations worldwide, acting as the contact for analyzer operation and lab issues and providing onsite support to customer labs globally when needed.
• Train and support Roche Service Representatives, Regional Customer Support Agents, Field Application Specialists and Customer Trainers.

Required profile

• Proven experience in training and supporting affiliates and/or customers.
• Basic knowledge of cobas pro systems or equivalent systems.
• Ability to break down complex information into smaller parts, with excellent communication and presentation skills.
• First experience with Roche's middleware solutions and automation systems.
• Fluent writing and speaking of English and Spanish; open to frequent travel (up to 30%).
• University or college education with a focus on science, technology or IT (medical technology, chemistry, biology, biotechnology, bioinformatics).

Required skills

• Implementing and troubleshooting network connectivity issues in a laboratory environment (cloud/internet, customer/hospital and laboratory networks), including unified gateway, FortiGate, firewall and network switch.
• Desirable: experience with lab networks and IT infrastructure such as middleware and host systems.
• Desirable: experience supporting development projects, creating multimedia learning materials, and experience with the navify Integrator platform and navify Lab Operations.