Product Support Specialist
Roche
Summary
As a member of Global Customer Support, you will support on-market products and perform second-level troubleshooting and support requests for internal and external customers. You will participate in and lead design reviews and provide feedback to the design team in supporting established service requirements on development projects. You will also create and update documentation and conduct training for internal personnel.
Job description
The Opportunity
As a member of Global Customer Support, you will support on-market products and perform second-level troubleshooting and support requests for internal and external customers. You will participate in and lead design reviews and provide feedback to the design team in supporting established service requirements on development projects. You will also create and update documentation and conduct training for internal personnel.
- Follows established Roche Quality system procedures in execution of work.
- Provides on-market support by addressing Level 2 submissions independently with occasional guidance from senior members of the team. Applies knowledge of professional practices, assay performance, and troubleshooting principles and practices.
- Participates in and may lead design review teams to provide service perspective, reviews and approves design change content, and assists in and/or creates the required deliverables.
- Creates / revises curriculum for training sessions and delivers training to small groups.
- Supports service requirements on development projects and creates service and user documentation for internal/external training prior to Launch Decision and for on-market products as needs arise.
- Utilizes project management fundamentals to ensure assigned projects are completed properly and on time.
- Other duties as assigned by management.
Who You Are
- You have a Bachelor's Degree in Science or a related discipline. HT Certification (preferred).
- 1+ year of technical support experience in a customer-facing or field role, including troubleshooting and training.
- An equivalent combination of education and experience will also be considered.
Behaviors, competencies, and qualities of the ideal applicant.
- Project management background in a scientific or academic setting, with the ability to engage across diverse teams.
- Experience in diagnostics or related fields is a plus.
Requirements
- Bachelor's Degree in Science or a related discipline
- HT Certification (preferred)
- 1+ year of technical support experience in a customer-facing or field role, including troubleshooting and training
- Equivalent combination of education and experience considered
- Project management background in a scientific or academic setting
- Experience in diagnostics or related fields is a plus
Benefits
- Annual bonus
- Healthcare
Company overview
Roche is a Swiss multinational healthcare company and a global pioneer in pharmaceuticals and diagnostics, founded in 1896 and headquartered in Basel, Switzerland. As the world's largest biotech company and the fifth-largest pharmaceutical company by revenue, Roche operates through two primary divisions: Pharmaceuticals and Diagnostics. The company is renowned for its leadership in personalized healthcare, combining strengths in both drug development and diagnostic testing to deliver tailored treatments for patients. Roche maintains a strong focus on oncology, immunology, infectious diseases, ophthalmology, and central nervous system disorders, with a portfolio that includes over 30 medicines on the World Health Organization's Model Lists of Essential Medicines. The company owns significant subsidiaries including Genentech, Chugai Pharmaceuticals, Ventana Medical Systems, and Foundation Medicine. With approximately 103,000 employees worldwide and operations in over 100 countries, Roche has established itself as a leader in cancer treatments globally while maintaining a robust pipeline of innovative therapies and diagnostic solutions. The company's commitment to sustainability has been recognized through ten consecutive years as Group Leader in the Dow Jones Sustainability Indices within the Pharmaceuticals, Biotechnology & Life Sciences Industry.