Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

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.

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 - Engineer 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 product(s) and works on complex projects requiring broad knowledge of products and systems.

The Opportunity:

• Provides on-market support by independently addressing complex Level 2 submissions, applying advanced knowledge of hardware repair and networking principles.

• Updates service manuals, obsoletes outdated documentation, and ensures all published materials are current and accurate.

• Leads design review teams, providing service perspectives and approving design change content while creating necessary deliverables.

• Develops and revises training curricula, delivers training to various groups, and conducts audits to ensure training quality. Responsible for certifying trainers.

• Creates service requirements for development projects, advocates for functional goals, and collaborates with teams to solve complex problems.

• Produces service documentation for internal and external training before Launch Decision and for existing products as needed.

• Utilizes project management fundamentals to ensure timely and quality completion of projects, while representing GCS in relevant meetings and fulfilling additional duties as assigned.

Who you are

• Bachelor’s degree in Medical Technology, Microbiology, Information Technology or related discipline or equivalent work experience. 4 years of progressive experience, with 3 years of specific experience with industry or diagnostics

• 5 years of relevant technical support experience in customer-facing roles, including troubleshooting, training, and working with electromechanical devices.

• Practical experience with Linux commands and navigating log files using the command line interface (CLI).

• Ability to read and understand electrical, mechanical, and assembly drawings, schematics, and service manuals, as well as technical notifications and communications.

• Proficient in using test equipment such as digital multimeters and calibrated gauges, along with hand tools like screwdrivers and wrenches.

• Experience with sequencing instruments and NGS technologies, demonstrating knowledge of sample preparation workflows and Molecular Biology/Biochemistry concepts.

• Possesses good communication, organizational, logical thinking, and presentation skills. Communicates complex and unfamiliar ideas and solutions easily to users with little or no technical knowledge.

• Strong communication, organizational, and logical thinking skills, with the ability to work independently and interact effectively with cross-functional teams while embodying Roche’s cultural beliefs

Travel and Location Requirements: Rotkreuz, CH, or Santa Clara, CA (with up to 2 days per week in Pleasanton, CA).Travel time: 25% both domestic and international, required.

Relocation benefits are not available for this job posting

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche Diagnostics International in Rotkreuz is a leading provider of diagnostic systems solutions, and the largest manufacturer of fully automated in vitro diagnostic systems in Switzerland. We are more than 2’700 passionate colleagues from over 65 nationalities. Find out more about our site in Central Switzerland, here .

Besides extensive development and training opportunities, we offer flexible working options, 18 weeks of maternity leave and 10 weeks of gender independent partnership leave. Our employees benefit from multiple services on site such as child-care facilities, medical services, restaurants and cafeterias, as well as various employee events.

We believe in the power of diversity and inclusion, and strive to identify and create opportunities that enable all people to bring their unique selves to Roche.