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 company's 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 :
• Bachelor's 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 user's 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 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.