GCS RIS Support & Training Specialist

$78,500 - $145,700/Yr

Roche - Annapolis, IN

Full-time - Entry Level

Annapolis, IN

10,001+ employees

Chemical Manufacturing

About the position

The GCS RIS Support & Training Specialist role at Roche involves providing comprehensive technical support and training for Lab Applications Network. This position serves as a critical link between global affiliates and internal departments, ensuring high levels of customer satisfaction through effective problem resolution and training delivery.

Responsibilities

• Offer comprehensive technical support to ensure high customer satisfaction by analyzing and collecting customer data to determine the cause of problems and selecting the best solutions.
• Ensure incidents and service requests are handled appropriately and in a timely manner, providing updates on ongoing incidents.
• Provide 2nd level product support for affiliates and regions to minimize system downtimes and support the resolution of customer problems with quick fixes and workarounds.
• Utilize automated technology and instrumentation to diagnose, document, and resolve or avoid customer issues.
• Identify trends in incident data and develop strategies to resolve recurring or chronic issues.
• Support products by resolving and/or escalating issues and notifying internal and external stakeholders.
• Create, conduct, and maintain product training for first-level support, regional trainers, and global staff, including both classroom and e-learning formats.
• Collaborate actively with teammates on training material creation and approval, and deliver trainings.
• Work in a customer-oriented and international environment, with an openness to international travel (approximately 25%).
• Manage assigned tasks with growing responsibilities within a team of specialists.

Requirements

• Bachelor's degree in IT, Computer Science, Management Information Systems, Clinical Biochemistry, or a medical-technical background with IT knowledge.
• 5 years of experience in an IVD laboratory or in sales, marketing, services, or a relevant area.
• Technically adept with hands-on capabilities and multi-tasking skills.
• Customer-service oriented with excellent client-facing verbal and written communication skills.
• Working knowledge of customer service/technical support software, databases, and tools.

Nice-to-haves

• Experience working with relational and post-relational databases.
• Knowledge in Microbiology, Hematology, Clinical Chemistry, and other clinical disciplines.
• Experience in medical laboratories and familiarity with common analyzers.
• Experience in laboratory diagnostics and/or service & support for related products.
• Proven experience in supporting software and/or IT products.
• Proven experience in designing and providing trainings.

Benefits

• Discretionary annual bonus based on individual and company performance.
• Comprehensive health insurance coverage.
• Paid time off and holidays.
• Opportunities for professional development and training.