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.

For our Global Customer Support department, we are looking for a Support and Training Specialist to support our Roche Information Solutions products, and primarily for our Quality Performance solution.

In this very versatile position you act as supporter, trainer and coordinator at the pivotal point between our global affiliates and our internal departments primarily related to our Quality Performance solution.

Your main Tasks:

Provide second-level technical support to minimize downtimes and offer quick solutions, both remotely and on-site (if needed) continuously acquiring and sharing RIS product knowledge, ensuring training and support readiness. Also facilitate knowledge transfer to trainers, service representatives, customers, and product managers.

Maintain and update a product-specific knowledge pool and create, review, and update service information, documentation, and training content developing and maintaining training methodologies and learning paths, and conduct training for end customers and support staff.

Communicate with affiliates and customers as needed, overseeing related processes like e-learning and service documentation defining and adhering to service, training, and support concepts, optimizing processes to improve quality and efficiency. Also support regional cooperation and manage certification and recertification of trainers.

Assist in product pilots, develop preliminary documentation, and prepare for launches & Publish and maintain Service Notifications.

International Traveling up to 30%.

Specific Tasks related to our Quality Control solution:

Prepare and maintain the QC database with new control lots and corresponding Target Values (TVs), ensuring accuracy and completeness and address affiliate requests on missing or incorrect data

Ensure database consistency across instruments, control materials (Roche and 3rd party), and analytes, resolving discrepancies proactively.

Validate peer group configurations to ensure meaningful statistical comparisons (e.g., lot stability, group size adequacy).

Collaborate with global stakeholders (e.g., Database, product management from each material, QC vendors) to identify and solve issues in data transfer and interface mapping.

Support continuous improvement of database workflows, minimizing manual configurations and ensuring robust automation.

Who you are:

You hold a Bachelor’s degree in IT, Computer Science, Management Information Systems, or a medical-technical background with IT knowledge.

Experience or background in support and training of software products and a high degree of subject matter expertise.

You are fluent in English, oral and written; Spanish is an advantage and you have strong intercultural competencies and good communication skills.

You have strong interpersonal and stakeholder management skills, including a customer-focused approach, and highly effective teamwork and collaboration skills and the ability to explain complex technical concepts in an understandable manner.

You have problem analysis and resolution skills, curiosity and willingness to learn and the ability to work in global matrix structures and self-managed teams.

Roche fosters a space where people feel free to contribute their ideas to create innovative solutions that enable us to maintain our competitiveness and market leadership.

Our success as an organization depends on our ability to create an environment in which people are treated with respect and have the same opportunities and resources regardless of values, beliefs, race, age, sex, ways of thinking, experiences, preferences, behaviors and physical limitations.

Do you dare to contribute? Apply now!

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.