GCS Mol Labs Senior Specialist (m/f/d) - Bioinformatics

Roche • Santa Clara, CA

1d • Onsite

About The Position

At Roche, we foster a culture where you can be yourself and are embraced for your unique qualities. 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. As a member of the Global Customer Support (GCS) team, you will perform advanced second-level troubleshooting and provide guidance to your colleagues on technical resolutions. You will consistently collaborate with cross-functional teams and lead team members, participating in or leading design reviews. Furthermore, you will provide direction on all project elements to define service requirements for development projects. You will also create and update documentation and curricula, and conduct training sessions for internal staff.

Requirements

• A successfully completed degree in Bioinformatics, Biostatistics, or a related field.
• Several years of professional experience in a scientific sequencing environment.
• Extensive experience in the secondary/tertiary analysis of NGS data and proficiency in interpreting public annotation databases.
• Hands-on experience with tools such as BLAST, Bowtie, Clustal, etc., as well as common algorithms for evaluating sequencing data.
• Strong communication, organizational, and logical thinking skills that facilitate smooth interaction with internal stakeholders.
• You enjoy developing and delivering training for specialists and technicians. You already possess the necessary methodological and pedagogical skills or are eager to acquire them.
• You believe the phrase "I’m just doing my job" doesn't fit a team-oriented approach. You are highly service-oriented and enjoy working for and with customers.

Responsibilities

• Maintaining and updating the product-specific knowledge pool, ensuring all content is accurate and relevant.
• Taking responsibility for sub-processes such as e-learning and support documentation, as well as defining and adhering to service, training, and support concepts.
• Supporting local and regional service teams on-site and contributing to the rapid resolution of customer issues.
• Contributing to training methodologies, creating training content, and conducting sessions for end customers, support staff, and trainers.
• Providing 2nd-level support hotlines to minimize system downtime and guarantee swift solutions.
• Supporting the initial certification and re-certification of instructors and coordinating update training.
• Creating and maintaining support and user documentation and participating in Multi-Center Evaluation (MCE) studies.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees