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The Position
We are the GCS Mol Labs Solutions Team:
Would you like to work in a team where all disciplines of an automated molecular laboratory come together and finally make a working solution? Join the GCS Mol Labs Solutions Team and help us provide the best possible solutions to our customers (navify Lab Operations, pre- and post-analytical systems, cobas x800 Systems and Laboratory operations). As an international team we are located in Sant Cugat, Spain & Rotkreuz, Switzerland.
We are a multidisciplinary team of experts. We reduce complexity by developing and delivering simplified Molecular Solutions support. We partner and collaborate with a beyond-tomorrow and customer-centric mindset with all our stakeholders.
We are looking for a Solution Specialist with a strong Roche Automation background, with Lab-Middleware experience and extensive customer experience, who understands the solution relevance in automated molecular laboratories.
As part of a Global Training & Support organization you will mentor future solution specialists and support our customers internationally. You will be onsite/remote with our customers.
The Position:
As a Solution Specialist in Global Customer Support you will be in charge of solutions support in automated molecular laboratories. You will handle solution cases where not only technical knowledge will be needed as well as soft skills will be crucial. You will also be responsible for training (conceptualization to implementation), mentoring and support for different target groups such as solution specialists from affiliates or regional customer support teams. In this position, you see yourself as follows:
- Customer-Centric Focus: You prioritize the customer in all activities, ensuring their needs are at the heart of everything you do while actively listening to their feedback and offering tailored solutions.
- Creative Problem Solver: Your out-of-the-box thinking helps you integrate your expertise with that of your team, driving innovative solutions and overcoming challenges creatively.
- Facilitating Knowledge Transfer: You’ll be responsible for designing training concepts, creating documentation, and leading solution workshops for various groups, including Roche affiliate solution specialists, Customer Support Center specialists, and customer key users, ensuring everyone is equipped with the knowledge they need.
- Continuous Learning Path Development: You take ownership of developing and maintaining a learning path for Solution Specialists, ensuring that it stays up-to-date and aligned with evolving needs.
- Mentorship and Support: You provide guidance and mentorship to Solution Specialists during their education phase, and continue offering support during complex cases and solution implementations on-site, making a direct impact on their growth and success.
- Building Strong Relationships: You foster effective and collaborative relationships across diverse teams, including solution specialists, GCS members, and country representatives, contributing to the creation of valuable resources such as solution documentation and troubleshooting guides.
- Knowledge Sharing & Networking: You actively contribute to a “Network of Expertise,” organizing regular meetings with key stakeholders to enhance solution knowledge and ensure that best practices are shared across teams and regions.
- Training Integration: You ensure that basic solution knowledge is incorporated into existing molecular lab training programs, so participants gain an understanding of how products work together, enriching their learning experience.
Who you are:
- You have customer experience related to support, optimization and implementation of solutions. You enjoy being on site with our customers and affiliates, making the best out of our solutions in the field.
- You understand the impact on patient results in automatized laboratories, where several analytical disciplines are connected.
- You enjoy working for and with customers and you are extremely service-oriented.
- You enjoy working in global matrix structures, write and speak English fluently, and count communication and teamwork skills as well as intercultural skills among your strengths.
- You enjoy developing and implementing training sessions for different areas, which are predominantly held in English.
- You have a strong background servicing/ supporting our connected solutions, including navify Lab Operations, cobas p x12 & RDA/CCM. (cobas x800 Systems and cobas prime is a plus)
- You have experience in troubleshooting network connectivity issues across different networks in a laboratory environment (cloud/internet, customer/hospital network and laboratory network) and its related components (cobas link/Unified Gateway/Unified Services Connector, Fortigate, network switch, etc.).
- You are open to frequent travel (up to 30 %)
Education & Experience
- A Bachelor’s degree in health-related sciences, engineering, computer science, or any other technical/scientific field.
- A strong background in IT, automation, or clinical laboratory operations is a plus.
- Previous experience working in a clinical laboratory or providing extensive support to clinical laboratories, with a solid understanding of workflows, processes, and customer requests, is essential. On-site experience is mandatory. Please include relevant details about the customers you've supported on-site in your application.
- Familiarity with various pre- and post-analytical instruments, x800 Systems, and multidisciplinary laboratories is a bonus.
- Experience in creating multimedia learning materials (e.g., video editing, e-learning development) is a plus.
- Experience in data science and data mining (in clinical lab or analogous fields), with a proven ability to integrate diverse data sources to create interactive dashboards and Key Performance Indicators (KPIs) is a plus.
- Experience in leveraging AI technologies to extract valuable insights and drive decision-making from complex datasets is a plus.
- Fluent English and Spanish speaker
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.
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