What are the responsibilities and job description for the GCS RTD PS Prod Support Specialist position at Roche?
As a member of Global Customer Support, supports on-market products and performs second-level troubleshooting and Support
requests for internal and external customers. Participates in and leads design reviews and provides feedback to design team in
supporting established service requirements on development projects. Creates and updates documentation and conducts training
for internal personnel.
DISTINGUISHING CHARACTERISTICS:
The Product Support Specialist is second in the series of four jobs. The employee has some experience performing the essential
functions of the role and works on assigned projects under general direction from the reporting manager.
Responsibilities
- 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 member
- Participates in and may lead design review teams to provide service perspective, reviews and approves design change
- 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
- Utilizes Project management fundamentals to ensure assigned projects are completed properly and on time.
- Other duties as assigned by management.
Qualifications:
Bachelor's Degree in science or related discipline required
HT Certification preferred
1 year Technical Support Experience (Field or Customer-Facing
role incorporating experience with Troubleshooting and training) required
1 year in a the Bioinformatics role, Experience with next-gen
sequencing technologies and methods (eg, library
preparation, target enrichment/hybridization, qPCR) required
Project management experience preferred
An equivalent combination of education and experience accepted
- Possesses good communication, organizational and logical thinking skills. Communicates complex and
communicates with internal partners as issues escalate to more advanced problems and works to
satisfy internal and external partners.
- Ability to work independently on assigned tasks of a moderate scope with minimal guidance or
action.
- Ability to interact with appropriate cross-functional groups.
- Demonstrates observable behaviors related to RTD’s cultural beliefs. Mentors others in the actions necessary to demonstrate observable behaviors consistent with this level in the RTD Talent Management Program.
- In Addition for the Bioinformatics role:
- Experience with secondary/tertiary analysis of NGS data, interpretation of public annotation databases, tools (BLAST, Bowtie, Clustal, etc.), and common algorithms for evaluating sequencing data.
- Good knowledge in Bash, Python, R and high degree of familiarity with Debian and RedHatbased distributions (Debian, Ubuntu, RHEL, CentOS), particularly with a focus on system service and process configurations.
- Project management background in a scientific or academic setting with the ability to work across multiple business, scientific, and technical teams to propose and monitor the end-to-end customer experience. Involvement in managerial roles centered around storage of sequencing data, databases, and/or NGS-diagnostics is ideal.
- Information Security and Data Privacy fundamentals
Travel Requirements
An estimated 25% Domestic travel is required and international travel may be required.
Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.
If you have a disability and need an accommodation in connection with the on-line application process, please email us at US.Accommodation@roche.com .