Senior Specialist

4 weeks ago


Santa Clara, California, United States Roche Holdings Inc. Full time

About the Role:

We are seeking a highly skilled Senior Specialist - Molecular Laboratories to join our Global Customer Support team. As a key member of our team, you will be responsible for providing advanced-level technical support to our customers, troubleshooting complex issues, and collaborating with cross-functional teams to resolve problems.

Key Responsibilities:

  • Provide on-market support by independently addressing complex Level 2 submissions, applying advanced knowledge of hardware repair and networking principles.
  • Update service manuals, obsoletes outdated documentation, and ensure all published materials are current and accurate.
  • Lead design review teams, providing service perspectives and approving design change content while creating necessary deliverables.
  • Develop and revise training curricula, deliver training to various groups, and conduct audits to ensure training quality. Responsible for certifying trainers.
  • Create service requirements for development projects, advocate for functional goals, and collaborate with teams to solve complex problems.
  • Produce service documentation for internal and external training before Launch Decision and for existing products as needed.
  • Utilize project management fundamentals to ensure timely and quality completion of projects, while representing GCS in relevant meetings and fulfilling additional duties as assigned.

Requirements:

  • Bachelor's degree in Medical Technology, Microbiology, Information Technology or related discipline or equivalent work experience.
  • 4 years of progressive experience, with 3 years of specific experience with industry or diagnostics.

Preferred Qualifications:

  • 5 years of relevant technical support experience in customer-facing roles, including troubleshooting, training, and working with electromechanical devices.
  • Practical experience with Linux commands and navigating log files using the command line interface (CLI).
  • Ability to read and understand electrical, mechanical, and assembly drawings, schematics, and service manuals, as well as technical notifications and communications.
  • Proficient in using test equipment such as digital multimeters and calibrated gauges, along with hand tools like screwdrivers and wrenches.
  • Experience with sequencing instruments and NGS technologies, demonstrating knowledge of sample preparation workflows and Molecular Biology/Biochemistry concepts.
  • Strong communication, organizational, and logical thinking skills, with the ability to work independently and interact effectively with cross-functional teams while embodying Roche's cultural beliefs.

Travel and Location Requirements:

  • Location: The employee will be located in Santa Clara, CA (with up to 2 days per week in Pleasanton, CA) or Rotkreuz, CH.
  • Travel time: 25% both domestic and international, required.


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