Gcs molecular labs senior specialist – hardware & software

Position Overview

As a member of Global Customer Support, you will provide on‑market support for Roche products, perform advanced second‑level troubleshooting, guide junior team members, lead design reviews, and create and update documentation and training curricula.

Responsibilities

• Support on‑market products and independently address complex Level 2 submissions, applying advanced knowledge of hardware repair and networking principles.
• Provide guidance to junior team members on troubleshooting techniques and second‑level inquiries.
• Lead and participate in design review teams, ensuring service perspectives are incorporated and approving design change content.
• Create, update, and maintain service manuals, training curricula, and other documentation, ensuring all published materials are current and accurate.
• Conduct training and audits for internal personnel and certify trainers.
• Create service requirements for development projects, advocate for functional goals, and collaborate with cross‑functional teams to solve complex problems.
• Produce service documentation for internal and external training before Launch Decision and for existing products as needed.
• Utilize project management fundamentals to ensure timely and quality completion of projects, represent GCS in relevant meetings, and fulfill additional duties as assigned.

Qualifications

• Bachelor’s degree in Medical Technology, Microbiology, Information Technology or a related discipline, or equivalent work experience.
• Minimum 4 years of progressive experience, including 3 years of specific experience in industry or diagnostics and 5 years of relevant technical support experience in customer‑facing roles.
• 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.
• Proficiency in using test equipment such as digital multimeters, calibrated gauges, and hand tools including screwdrivers and wrenches.
• Experience with sequencing instruments and NGS technologies, and knowledge of sample preparation workflows and Molecular Biology/Biochemistry concepts.
• Strong communication, organizational, logical thinking, and presentation skills, with the ability to explain complex ideas to users with little or no technical knowledge.
• Ability to work independently and interact effectively with cross‑functional teams.

Travel and Location Requirements

Rotkreuz, Switzerland – 30% international travel.

Equal Opportunity Statement

Roche is an Equal Opportunity Employer.