GCS RIS Support & Training Lab Insights Products

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

For our Global Customer Support department, we are looking for a Support and Training Specialist for our Roche Information Solutions Lab Insights Products.

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:

Main Tasks:

• Technical Support: Provide high-level remote and on-site technical assistance to minimize downtime and resolve complex product issues.

• Knowledge Management: Maintain, update, and share specialized product documentation and service notifications to ensure a centralized knowledge pool.

• Training & Development: Design learning paths and conduct training sessions for customers, staff, and trainers, including managing certifications.

• Process Optimization: Define and improve service and training workflows to enhance overall quality, efficiency, and regional cooperation.

• Launch & Pilot Support: Assist in product pilots and launch preparations, while managing communication and e-learning processes (requires up to 30% travel).

Your Profile:

• You hold a Bachelor’s degree in IT, Computer Science, Management Information Systems, or a medical-technical background with IT knowledge.

• You have experience or background in support and training of software products and a high degree of subject matter expertise.

• You are fluent in English, oral and written; Spanish is an advantage and with strong interpersonal and stakeholder management skills, including a customer-focused approach, and highly effective teamwork and collaboration skills.

• You have the ability to explain complex technical concepts in an understandable manner and strong intercultural competencies and good communication skills. You have also problem analysis and resolution skills with curiosity and willingness to learn.

• You have experience working in global matrix structures and self-managed teams.

Following Knowledge Domains and Experience are additional assets:

• Healthcare environments like Lab Middlewares, LIS or HIS.

• Interoperability standards IHE, HL7v2, HL7 FHIR or similar.

• Implementations / Field experience in IT infrastructure: networks, firewalls, security, and Interoperability protocols.

• Cloud architecture, components, and metrics of a cloud app, AWS. 

• Run simple commands on servers and complex queries in order to troubleshoot the cloud components.

• VM environments, remote connectivity.

Roche fosters a space where people feel free to contribute their ideas to create innovative solutions that enable us to maintain our competitiveness and market leadership.

Our success as an organization depends on our ability to create an environment in which people are treated with respect and have the same opportunities and resources regardless of values, beliefs, race, age, sex, ways of thinking, experiences, preferences, behaviors and physical limitations.

Do you dare to contribute? Apply now!

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.