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

Key Roles and Responsabilities

Technical :

Provide on-site and remote technical expertise to FAS team Bioinformatics IT/Networking sales staff cross-functional teams and customers including pre-sales consultation installation training troubleshooting.

Provide service documentation for new or update instructions to operate the system/instrument

Documents all necessary customer facing activity in CRM systems

Able to follow and give feedback on pre-installation checklist procedures and installation guides training documentation (applicable for peers) and marketing collateral related to NGS solutions and instrumentation

Applies expert knowledge of subject matter practices technical performance and troubleshooting principles and practices and provides technical guidance and direction to cross functional teams.

Applies a broad knowledge of practices and principals in analyzing complex situations or data.

Keep in the instruments in the KPIs performance and perform preventive or corrective actions

Compliance:

Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.

Identifies need for and creates new departmental procedures and follows established Quality system procedures in execution of work.

Ensures all activities are documented in a manner compliant with companys quality procedures.

Trains and assists the audits the work of lower level employees.

Pre- and post-launch activities:

Evaluate and provide feedback from customers to management and product marketing on products prior to and after their launch.

Voice of customer: Interface with Business Global Customer Support product management and customers to identify and help develop new applications and products that may be commercialized.

Additional tasks

Being a key contributor in the promotion of marketing activities at Roche sponsored marketing/sales events and/or regional/national scientific conferences.

Provide internal product training to peers and new hires.

While some work may be performed remotely this position requires frequent visits to customer sites. Would increase the front service & application team based on business needs.

Years of Experience & Experience

3-5 years of professional experience :

Bachelors degree or higher in in electronics engineering computer science or similar technical degree

The experience would pertain to installation repair assembly and/or testing of electro-mechanical devices

Experience with support of Laboratory Information

Preferred:

Experience with Sequencing instruments and NGS technologies/workflow

Demonstrated theoretical and practical knowledge of Next-Generation Sequencing sample preparation workflows and applications including experience with Molecular Biology/Biochemistry concepts practices and procedures

Experience with troubleshooting issues related to users technical skills assay workflow software and instruments.

Additional Qualifications

Relevant experience includes customer facing support roles operating programming and troubleshooting instrumentation and/or system solutions

Knowledge of safety protocols in workshop factory or laboratory setting

Technical support and/or customer service experience with the associated patience courtesy and diplomacy

Previous teaching or technical training experience

Ability to document and report troubleshooting procedures and resolutions

Ability to work as an individual as well as in a team environment

Excellent attention to detail with the ability to communicate effectively and work cross-functionally in a matrixed organization

Strong written and oral communication skills

Previous experience mentoring and/or training

Ability to read and understand electrical mechanical assembly drawings diagrams schematics specifications and technical procedures. Ability to read and understand service manuals technical and service notifications and technical communications in various forms

Ability to use test equipment such as digital multimeters calibrated gauges and precision weight scales and hand tools such as screwdrivers wrenches allen wrenches and various other hand tools

Knowledge of softwares such as SolidWorks iSDoc Agile MS Office familiarity with diverse tools for bug tracking issue tracking and agile project management

Who we are

A healthier future drives us to innovate. Together more than 100000 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.

Lets build a healthier future together.