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Job Summary :

The Lab Digital Expert is responsible for technical and application service of Roche Lab insight product in the assigned area. The position drives business sustainability or growth via optimizing customer experience by providing expert insights and solutions.

Main  Tasks & Responsibilities :

Lead the implementation, maintenance, and troubleshooting of Roche IT solutions and automation instrument operating software at customer sites, ensuring seamless system operations.

Engage deeply with customers throughout the sales process, guiding projects from planning, implementation, and optimization to go-live, ensuring successful digital solution adoption and maximum impact via cross-functional team collaborations. 

Offer expert consultation on connectivity solutions, regulatory compliance, security, and virus protection, helping customers establish efficient and secure lab digital environments.

Translate the features of all IT solutions portfolio products into customer-oriented benefits communication, effectively conveying product value.

Develop and deliver user training for customers, distributors, and internal stakeholders on Roche IT solutions.

Support pre-sales activities of Roche digital solutions, conducting product presentations and demonstrations to assist the sales team in achieving targets.

Support the service team with IT or any service-related issues, remotely or at customer sites.

Responsible for delivering software updates and mandatory modifications.

Execute project work plans with a focus on timely completion and risk mitigation.

Serve as a key contact for customer inquiries and complaints, ensuring timely follow-up, case logging, and resolution through Roche’s global case management system.

Document service activities and maintain accurate records in line with internal quality systems.

Education :

Bachelor's degree or higher in Medical Technology, Biomedical Engineering, or Information Science.
 

Experience :

2+ years of experience in the medical industry, with a solid background in IT maintenance, computer configuration, firewall management, and network system architecture. 

Below experience is a plus:
Experience collaborating with hospital IT departments or integrating with middleware solutions.
Experience interfacing laboratory and hospital equipment to middleware or various LIS systems.
 

Languages Section:

Intermediate English reading and writing skills, and capable of business communication.

Specific Knowledge & Skills :

Possess a laboratory background with comprehensive knowledge and understanding of the full suite of Laboratory IT and Automation solutions.

Ability to translate technical expertise into actionable business insights, helping customers optimize processes, enhance efficiency and ultimately drive business growth.

Intermediate knowledge of IT infrastructure technology including servers, desktops, storage, networks, operating systems, platforms and configurations.

Intermediate knowledge of widely used ASTM/HL7 products, TCP/IP, networking and firewalls is an advantage.

Knowledge and experience using JavaScript and SQL.

Demonstrated ability to diagnose application and operational issues on middleware systems and successfully revolve them in a timely manner.

Strong communication skills and customer-centric mindset.

Ability to work independently and manage multiple tasks in a dynamic environment.

Valid driver’s license (for small passenger vehicles).

Willingness to travel domestically and occasionally internationally.

May be required to work evening hours depending on project needs; overtime pay or compensatory leave will be provided in accordance with labor laws.

On-call duty is required.

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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.