GCS Mol Labs Senior Specialist
hace 4 semanas
GCS Mol Labs Senior Specialist - Application/Scientist
A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love.
The Opportunity:
As a member of Global Customer Support, supports on-market products, performs advanced second-level troubleshooting, and provides guidance to junior members of the team on troubleshooting techniques and second-level inquiries. Works consistently with cross-functional teams. Leads team members and participates in and/or leads design reviews, and provides direction to junior members of the team on all elements of the project Charter in establishing service requirements on development projects. Creates and updates documentation and curriculum, and conducts training for internal personnel.
The GCS Mol Labs Senior Specialist - Application/Scientist is the third in the series of four jobs. The employee is involved in defining the work scope and works autonomously with little to no supervisor direction. Serves as a technical expert on the product(s) and works on complex projects requiring broad knowledge of products and systems.
Key Responsibilities:
1. Provides on-market support by addressing complex Level 2 submissions independently with little or no direction. Applies advanced knowledge of hardware repair, networking, and servicing principles, and practices.
2. Responsible for updating the service/customer manuals, obsoleting old service documentation, and ensuring published documentation is current and accurate.
3. Participates in and leads design review teams to provide service perspective, reviews and approves design change content, and creates the required deliverables.
4. Creates/revises curriculum for training sessions and provides new approaches to improve the training process. Delivers training to small and larger groups at Roche and Regional Support Centers. Performs training audits on trainers-in-education and product training sessions to ensure efficacy and quality. Responsible for certifying Trainers.
5. Creates service requirements on development projects and advocates for functional goals. Works with the team to solve problems requiring multiple functional inputs.
6. Creates service/customer documentation for internal/external training prior to Launch Decision and for on-market products as needs arise.
7. Creates novel content and processes that improve serviceability and product business performance. Follows established Roche Quality System procedures in execution of work and identifies the need for and creates new departmental procedures.
Who you are:
1. Bachelor’s degree in Medical Technology, Microbiology, Information Technology or related discipline or equivalent work experience.
2. 4 years of progressive experience, with 3 years of specific experience with industry or diagnostics.
Preferred Qualifications:
1. 5 years of relevant technical support experience (customer-facing, troubleshooting, and training) and advanced knowledge of Next-Generation Sequencing.
2. Theoretical and practical knowledge of NGS sample preparation workflows and applications, including Molecular Biology/Biochemistry concepts.
3. Strong communication, organizational, and presentation skills, able to convey complex ideas to users with little technical knowledge.
4. Ability to work independently on broad tasks with minimal guidance.
5. Capable of interacting with internal cross-functional groups and leading efforts to define new technologies and processes.
6. Demonstrates Roche’s cultural beliefs, mentors others, and maintains a courteous, customer-oriented approach.
7. Relevant experience includes customer-facing support roles, troubleshooting instrumentation, safety protocols, bioinformatics and NGS data analysis, strong attention to detail, written and oral communication skills, mentoring, and project management experience.
Travel and Location Requirements:
Location: The employee will be located in Santa Clara, CA (and some days per week in Pleasanton).
Travel time: 25% both domestic and international, required.
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