Senior Bioinformatics Support Specialist

vor 3 Wochen

Rotkreuz, Zug, Schweiz Roche Vollzeit

The Role

Job Summary:

  • Develop and maintain training content and documentation for job-oriented training in collaboration with regional training centers. This includes executing and supporting training for end customers, first-level support, regional trainers, and global staff. Establish and maintain the training methodology for all job-oriented training.
  • Provide second-level product support for affiliates and regions to minimize system downtime, offering fast workarounds or solutions. Multi-Center Evaluation (MCE) studies are actively supported.
  • Offer onsite support for local and regional service activities to ensure success in complex repairs, applications, modifications, and first installations. Resolve customer problems with quick fixes or workarounds.
  • Be responsible for 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.
  • Be accountable for updating and maintaining a product-specific knowledge pool. Verify 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. Support First Customer Monitoring (FCM).
  • Be responsible for the availability of Hardware Installation Manuals and timely provision of service-relevant information (incl. updates). Ensure the compliance of service activities. Design, review, and update maintenance procedures. Analyze, understand, and consider the commercial impact of maintenance for updates.

About 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

Location and Travel

  • 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

The expected salary range for this position based on the primary location of California is $92,500 - $171,900. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

Benefits

#LI-KG4

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