Roche Holdings Inc.
GCS RIS Support & Training Specialist
Roche Holdings Inc., Indianapolis, Indiana, us, 46262
Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.The Position
For our Global Customer Support Chapter, we are looking for a 2nd level product specialist for Lab Applications 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 SummaryMain tasks:
Offers comprehensive technical support to assure the highest level of customer satisfaction through analyzing and collecting customer data, 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.
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 the products; 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 first level support, regional trainers and global staff
Helps transfer knowledge with teammates and first level support through: Active collaboration on training material creation/approval and delivering trainings
Strong Collaboration with the team members located across the globe.
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
Education Qualification Required:
Bachelor's degree in IT, Computer Science, Management Information Systems, or Clinical Biochemistry or Medical-technical background with IT knowledge.
5 years experience in an IVD laboratory or in sales, marketing, services, or relevant area
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.
Preferred:Experience working with relational and post relational databases
Following knowledge and experience are additional assets
Knowledge in Microbiology, Hematology, Clinical Chemistry and other clinical disciplines
Experience in medical laboratories and an overview on common analyzers
Experience in laboratory diagnostics and/or service & support for related products
Proven experience in supporting SW and/or IT products
Proven experience in designing and providing trainings
LocationsYou are local to Indianapolis, IN*Relocation benefits are not available for this position.The expected salary range for this position based on the primary location of Indianapolis, IN is between $78,500 and $145,700. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.BenefitsWho 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.As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions, such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives.Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.
For our Global Customer Support Chapter, we are looking for a 2nd level product specialist for Lab Applications 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 SummaryMain tasks:
Offers comprehensive technical support to assure the highest level of customer satisfaction through analyzing and collecting customer data, 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.
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 the products; 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 first level support, regional trainers and global staff
Helps transfer knowledge with teammates and first level support through: Active collaboration on training material creation/approval and delivering trainings
Strong Collaboration with the team members located across the globe.
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
Education Qualification Required:
Bachelor's degree in IT, Computer Science, Management Information Systems, or Clinical Biochemistry or Medical-technical background with IT knowledge.
5 years experience in an IVD laboratory or in sales, marketing, services, or relevant area
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.
Preferred:Experience working with relational and post relational databases
Following knowledge and experience are additional assets
Knowledge in Microbiology, Hematology, Clinical Chemistry and other clinical disciplines
Experience in medical laboratories and an overview on common analyzers
Experience in laboratory diagnostics and/or service & support for related products
Proven experience in supporting SW and/or IT products
Proven experience in designing and providing trainings
LocationsYou are local to Indianapolis, IN*Relocation benefits are not available for this position.The expected salary range for this position based on the primary location of Indianapolis, IN is between $78,500 and $145,700. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.BenefitsWho 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.As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions, such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives.Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.