The Position
ROLE SUMMARY:
* Create, review, and maintain training content and training documentation for job-oriented training in cooperation with regional training centers. Training are executed and supported for end customers, first-level support, regional trainers, and global staff. Establishes and maintains the training methodology for all job-oriented training.
* Offer 2nd level product support desk for affiliates and regions in order to minimize system downtime, allowing for a fast workaround or solution. Multi-Center Evaluation (MCE) studies are actively supported.
* Provide and coordinate onsite support for local and regional service activities to ensure success in complex repairs, applications, modifications, and first installations. Supports resolution of customer problems with quick fixes or workarounds.
* Be responsible for the knowledge transfer from manufacturer or R&D (new products or product care projects) to provide comprehensive system knowledge, especially for new product lines and technologies, to trainers, service representatives, customers, Product- and Marketing Managers, and Case Investigation and Resolution (CIR) members.
* Accountable for updating and maintaining a product-specific knowledge pool. Accountable for verifying information in terms of correctness and relevance.
* Contribute to the provision of GCS service deliverables for all relevant milestones in development and product care projects. This includes service requirements, the review of Detailed Technical Descriptions (DTDs), Software Requirement Documents (SRDs), and the participation in service design reviews. Supports First Customer Monitoring (FCM).
* Be responsible for the availability of Hardware Installation Manuals and timely provision of service-relevant information (incl. updates). Ensure compliance of service activities. Maintenance procedures are designed, reviewed, and updated. The commercial impact of maintenance is analyzed, understood, and considered for updates.
WHO ARE YOU:
You're someone who wants to influence your own development. You're looking for a company where you have the opportunity to pursue your interests across functions and geographies.
Where a job title is not considered the final definition of who you are, but the starting point.
COMPETENCIES:
* Possess enhanced negotiation and influencing skills to clearly convey objectives, deadlines, and expectations.
* Efficiently manage accountabilities to motivate other people to perform at their best. Connect with people in ways that ignite enthusiasm and commitment.
MINIMUM REQUIREMENTS:
* Bachelor's degree in Bioinformatics, Computational Biology or equivalent field AND
* 3+ years' experience in customer support for software products, ideally in Biotech/Biomedical sciences or Diagnostic Markets OR
* An equivalent mix of relevant education and work experience is required.
* Good knowledge of genomics, including experience with secondary and tertiary analysis of NGS data
* Good knowledge of public annotation and interpretation databases, tools, and algorithms for sequencing data
* Highly Proficient in bash, python, R
* A high degree of familiarity with Debian- and RedHat-based distributions (Debian, Ubuntu, RHEL, CentOS), particularly with system service and process configurations.
* Good Understanding of and demonstrated hands-on experience with networking fundamentals and services (IPv4, DNS, DHCP, etc) is a plus
* Experience with application and system monitoring is desired.
* Experience in creating content for training and strong presentation skills
* Effective Communicator with strong verbal and written communication skills
Please note:
* Location: The employee will be located in Santa Clara, CA (with up to 2 days per week in Pleasanton, CA) or Rotkreuz, CH.
* Travel time: 25% both domestic and international, required.
* This position does not offer relocation.
* Flexibility to work in the PST time zone for Rotkreuz, CH applicants