Sr Support Training Hardware Specialist

Organization
Roche Sequencing Solutions
Job Location
5945 Optical Court
San Jose, CA 95138
Benefits

Competitive salary and generous beneifts

Job Description
  • Contributes to the definition of and adherence to service, training, and support concepts.
  • Creates, reviews and maintains training content and training documentation for job oriented trainings and dedicated systems according to the training concepts. Trainings 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 trainings.
  • Offers 2nd level support hotlines for affiliates and regions in order to minimize system down times, allowing for a fast workaround or solution. Multi Center Evaluation (MCE) studies are actively supported.
  • Provides on site 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 and workarounds.
  • Contributes to the knowledge transfer from manufacturer or R&D (new products or product care projects) to provide comprehensive system knowledge, especially for new systems, to trainers, service representatives, customers, Product and Marketing Managers and Case Monitoring and Resolution Unit (CMRU) members.
  • Responsible for maintenance and updating of a product specific knowledge pool. Ensures that information is available in correct structure and that information is verified by experts in terms of correctness and relevance.
  • Optimizes processes continuously to increase quality and efficiency standards.
  • Contributes to support initiatives and measures to maintain intensive cooperation with regional representatives.
  • Performs initial certification and re-certification of global trainers and regional trainers.
  • Contributes 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).
  • Contributes to the creation of preliminary documentation and FAQs for launch preparation. Evaluates the need for Service Bulletins and writes, publishes and maintains Service Bulletins (Product Bulletins are out of scope). Operator Manuals are reviewed for content. Creates instructions for use.
  • Contributes to the provision of Service Manuals (iSDOC) and service relevant information. Maintenance procedures are designed, reviewed and updated. 
Requirements

Minimum:

  • 3 years of experience as a product specialist or comparable experience include:
  • Field experience
  • Laboratory experience
  • Trainer experience
  • Trouble shooting skills

 

Preferred:

  • 3+ years experience with repairing/supporting Liquid Handling Robots (e.g. Tecan/Hamilton)
  • 3+ years experience with repairing/supporting Microarray Scanners
  • Experience with Computer Networking/LDAP servers 
About Our Organization

As pioneers in sequencing with a rich heritage in diagnostics, Roche's Sequencing Unit is committed to a future that fosters innovation to provide solutions that enable scientific discovery and deliver clinical value – We are Changing Science and Changing Lives.

At Roche, 91,700 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity. 

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.

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