Senior Specialist for Solution Project Team (HW Automation and SWA) Global Customer Support

Roche; Mannheim; On-site; EUR 65,000 - 95,000; Full time

Job summary

Roche is seeking an experienced Engineer (m/f/d) for Global Technical Support & Instrument Training focusing on pre-analytical instruments like cobas pro and cobas 8100. You will support deployment, training, and post-launch service in a global matrix structure, including onsite visits.

The role requires strong technical background in laboratory hardware, at least 5 years in Roche automation, and extensive travel up to 30% to support customers worldwide.

Qualifications

• 5+ years experience on Roche automation (pre- and post analytics) and analytical units (cobas pro).
• Experience training and supporting affiliate and/or on-site customers.
• Willing to travel frequently (min. 30%).

Responsibilities

• Training design to implementation and technical support for Roche Service Representatives, Regional Customer Support Agents, Field Application Specialists and Customer Trainers.
• Provide ongoing product support for Roche instruments after launch.
• Mentor future specialists and support international customers; on-site visits where needed.

Skills

Roche automation

Analytical units

Training

Onsite support

Communication skills

Education

Bachelor’s degree in Mechanical Engineering, Medical Engineering, or related field

Tools

Video editing

E-learning development

Job description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

Engineer (m/f/d) for Global Technical Support & Instrument Training - pre-analytical instruments - cobas pro, cobas 8100, RDA Hardware

We are the GCS Solution Project Team and Deployment Team:

We are a team focusing on our upcoming portfolio in the Core Lab environment and bringing our experiences in the development of our new laboratory instruments and Software. In addition deployment on customer sites plays an important role for us and the worldwide support and training of our postanalytic instruments.

We are looking for a Senior Specialist with an Roche hardware automation and analytical units experience and strong customer focus, who provides input in the creation of requirements, concepts and a strong support for our customers during the first pilots with focus on cobas ultra hardware.

Also knowledge transfer for our colleagues in the Core Lab organization will be key.

As a new team member you will work in our international project team and help us to shape the future for our customers. As part of a global training & support organization you will mentor future specialists and support our customers internationally. If needed you will be onsite with our customers.

We have built our team on trust and customer orientation.

The Position:

As a Support & Training Senior Specialist in GCS Solution Project and Deployment Team with focus on Automation and analytical units, you will be involved in development projects with our internal & external suppliers of our future portfolio. After the launch of the product you will ensure ongoing product support for our systems.

You will be responsible for training (from design to implementation) and technical support for different target groups such as Roche Service Representatives, Regional Customer Support Agents, Field Application Specialists and Customer Trainers.

Global Customer Support (GCS), a part of Roche Diagnostic Solutions (RDS), is the global organization responsible for technical services in the Diagnostics Division. We support the service organizations of the Roche affiliates and the Lifecycle-Teams. GCS with its approximately 950+ employees is located in Mannheim, Penzberg, Rotkreuz, Meylan, Tucson, Pleasanton, Sant Cugat, Panama, Colombia, Sao Paulo, Indianapolis and Boston.

Who you are:

• You have a strong focus and at least 5 years experience on Roche automation (pre-and post analytics) and analytical units (cobas pro)
• You have experience in training and supporting our affiliate and/or on-site customers
• You are able to work in complex & dynamic project set-up
• You have excellent communication & presentation skills
• You are a Problem-solver with a solution mindset
• You have a strong technical background in laboratory hardware and mechanical systems
• You have years of experience in onsite field support, troubleshooting hardware components, and driving customer success in a laboratory environment incl. installation and solution implementation
• Basic IT knowledge is a plus
• Experience supporting development projects is a plus
• You are open to frequent travel (min. 30 %.)

Education & Experience

• A Bachelor’s degree in Mechanical Engineering, Medical Engineering, or a related technical/scientific field.
• A strong background in Roche laboratory hardware, automation, and field service operations
• Previous experience working in a clinical laboratory or providing onsite support, with a solid understanding of instrument workflows, processes, and customer requests, is a plus.
• Experience in creating multimedia learning materials (e.g., video editing, e-learning development) is a plus.
• You enjoy working in global matrix structures, write and speak English fluently, and count communication and teamwork skills as well as intercultural skills among your strengths.

Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Sant Cugat del Vallès. If you are interested in additional locations where the role may be available, we will provide the relevant compensation details later in the hiring process.

Who we are

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an Equal Opportunity Employer.