Job title: GCS Product Support & Training Specialist – Diagnostics Lab IT Systems

Company: Roche

Job description: The Position

GCS RIS Support & Training Specialist
● Who We Are
● At Roche, we are passionate about transforming patients’ lives, and we are bold in both
decision and action – we believe that good business means a better world. That is why we
come to work every single day. We commit ourselves to scientific rigor, unassailable ethics,
and access to medical innovations for all. We do this today to build a better tomorrow.
● 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.
● For our Global Customer Support Chapter, we are looking for a 2nd level product specialist
for Lab Applications Network and Provider Insights Network. 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:
● Job Description Summary
● Main tasks:
○ Offers comprehensive technical support to assure the highest level of customer
satisfaction through analyzing and collecting customer data (log files, stack traces,
thread dumps, etc.) to determine the cause of the problem, selecting and explaining
the best solution, expediting the correction and following up to ensure resolution.
○ Ensure incidents and service requests are handled appropriately and in a timely and
efficient manner; providing updates on ongoing incidents or projects
○ On-site support for local and regional service and training activities
○ 2nd level product support for affiliates and regions in order to minimize system down
times supporting the resolution of customer problems with quick fixes and
workarounds
○ Utilize automated technology and instrumentation to diagnose, document, and
resolve/avoid Customer issues
○ Identify trends in incident data and develop strategies to resolve recurring or chronic
issues
○ Responsible for supporting cobas infinity central lab and Service Tools; resolving
and/or escalating issues and notifying internal and external stakeholders
○ Create, conduct and maintain product trainings for both: class room training and e-
learning for end customers, first level support, regional trainers and global staff
○ Helps transfer knowledge with teammates and first level support through:
Development and Delivery of Formal Team Training sessions/Brown Bags, Formal
Mentoring, Creation/Review of Knowledge Repository Articles for Provider Insights
Network
○ Active collaboration on training material creation/approval and delivering trainings
○ Strong Collaboration with the team members located across the globe, with GCS
RIS, and Life cycle members

●

● Education Qualification Required:
○ Bachelor’s degree in IT, Computer Science, Management Information Systems, or
Clinical Biochemistry or Medical-technical background with IT knowledge.
○ Must have at least 2+ years experience in providing customer support and advanced
troubleshooting on SaaS based products
○ Must have experience with AWS, Azure, or Google Cloud
○ Hands on system administration experience and working knowledge of virtualization
systems (Hyper-V, XEN, KVM, VMware)
○ Experience with system configuration and networking (DNS, DHCP, rout tables and
routing)
○ Understanding of Microservices
○ Must be technically adept, hands-on capabilities, and multi-tasking skills
○ Customer-service oriented: Excellent client-facing verbal and written communication
skills
○ Working knowledge of customer service/technical support software, databases and
tools.
○ Flexibility to work customer business hours, if required including evenings and
weekends.
○ Working in a customer-oriented and international environment motivates you and you
are open to international travel (~25%)
○ You look forward to working in a team of specialists and manage assigned tasks
with growing responsibilities
● Experience preferred but no required:
○ Working at a Tier-2 level customer support
○ Supporting APIs, HL7, FHIR for exchanging electronic health records a plus
○ Production operations including logging and monitoring
○ With standard monitoring tools like Splunk, AppDynamics, New Relic and/or any
other tools used for data driven decisions and analysis
○ Experience working with large enterprise customers in business-critical
environments
○ Experience in clinical laboratories, their workflows and an overview on analyzers
○ You have at minimum 3-5 years of experience in laboratory diagnostics and/or service
& support for IT products

Who we are

At Roche, more than 100,000 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.

Expected salary:

Location: Pune, Maharashtra

Job date: Wed, 20 Jul 2022 22:04:48 GMT

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