GCS RIS Support & Training Senior Specialist

<p>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.</p><h3></h3><p></p><h3>The Position</h3><p><span>In GCS RIS we are looking for 4 GCS RIS Support and Training Senior Specialist roles to provide technical expert support and training to our affiliates for the different digital customer area’s products (Lab Insights, Digital Infrastructure, Clinical and Patient Insights). Your high expertise and matrix leadership skills are key to ensure smooth operations of digital products in the Diagnostics healthcare environmen</span><b><span>t.</span></b></p><p><br/><b><b>Your main tasks and responsibilities:</b></b></p><ul><li><p><span>Is responsible for maintenance and updating of a product specific knowledge pool and contributes to its content</span></p></li><li><p><span>Is responsible for correctness of the structure and <span>correctness/relevance </span> of information e.g. ensuring expert reviews</span></p></li><li><p><span>Responsible for sub-processes, i.e. e-learning, service documentation</span></p></li><li><p><span>Responsible for definition of and adherence to service, training and support concepts</span></p></li><li><p><span>Contributes to and maintains the training methodology  for all job oriented trainings</span></p></li><li><p><span>Contributes to the learning path for regional trainers</span></p></li><li><p><span>Provides remote and onsite support (when required) for local and regional service activities to ensure success in complex repairs, applications, modifications and first installations. Contributes to the resolution of customer problems with quick fixes and workarounds</span></p></li><li><p><span>Contributes to the knowledge transfer from manufacturer or R&amp;D (new products or product care projects) to provide comprehensive system knowledge to trainers, service representatives, customers, Product- and Marketing Managers and Case Monitoring and Resolution Unit (CMRU) members</span></p></li><li><p><span>Performs this role for several products</span></p></li><li><p><span>Writes Service Manuals and service relevant information. Maintenance procedures are designed, reviewed and updated</span></p></li><li><p><span>Virtual, e-learnings and face to face trainings are executed and supported for end customers,  first level support, regional trainers and global staff</span></p></li><li><p><span>Offers 2nd level support hotlines to fulfil service delivery expectations for affiliates and regions in order to minimize system down times, allowing for a fast workaround or solution  </span></p></li></ul><p><br/><b><span> </span></b></p><p><b><b>Additional tasks:</b></b></p><ul><li><p><span>Contributes to initial certification and recertification of global and regional trainers and is responsible for individual steps or update trainings</span></p></li><li><p><span>Contributes to support initiatives and measures to maintain intensive cooperation with regional representatives</span></p></li><li><p><span>Supports the professional coaching of certified global and regional trainers</span></p></li><li><p><span>Supports First Customer Monitoring (FCM)</span></p></li><li><p><span>Creates, reviews and maintains training content and training documentation for job oriented trainings and dedicated systems according to the training concepts </span></p></li><li><p><span>Evaluates the need for Service Bulletins and writes, publishes and maintains Service Bulletins.  Operator Manuals are reviewed for content</span></p></li><li><p><span>Contributes to the creation of preliminary documentation and FAQs for launch preparation</span></p></li></ul><ul><li><p><span>Permanently optimizes processes in order to increase quality and efficiency standard</span></p></li></ul><p></p><p><b><b>Who you are</b></b></p><ul><li><p><span>High degree of subject matter expertise</span></p></li><li><p><span>Advanced degree in IT or a related field. Experience or background in support and training of software products is a plus.</span></p></li><li><p><span>5+ years of experience in the diagnostics or software industry</span></p></li><li><p><span>Proves deep knowledge and thought leadership on all aspects relevant to support and training</span></p></li><li><p><span>Fluent in English, oral and written, Spanish is an advantage</span></p></li><li><p><span>Experience in project management or in a project leadership position</span></p></li><li><p><span>Strong interpersonal and stakeholder management skills, including a customer focused approach, and highly effective teamwork and collaboration skills</span></p></li><li><p><span>Ability to explain compl