Product Support Specialist Senior (Sequencing)

Hoffmann-La Roche

Pleasanton,CA

11/9/2019

As a Senior Product Support Specialist and member of the Global Customer Support (GCS) team you will provide advanced technical expertise in the field of Next Generation Sequencing through a product's lifecycle (development through obsolescence) and to country and regional technical support teams.The Key Characteristics we are looking for are:* Next Generation Sequencing (NGS) technologies, PCR-based methodologies and/or Hybridization-based target enrichment hands-on experience* A strong sense of Customer service, with technical support and/or troubleshooting background* Ability to break down and communicate complex technological concepts (in written and oral formats)* Excellent interpersonal skills with the ability to work independently* Passion for learning and sharing knowledge using a variety of methods and mediumsThis position supports Roche Sequencing Solutions which is a rapidly growing global business area within Roche Molecular Solutions (RMS) with locations in 4 countries and 10 sites, Our newly renovated Santa Clara, CA Campus provides a Gourmet Caf and Fitness Center. Roche provides not only excellent benefits but career development support as you grow with our company, an excellent 401k and $10,000 tuition reimbursement per year. Come join this highly technical fast paced environment with a great team during one of most exciting times in our company.Responsibilities:* A strong sense of Customer service, with technical support and troubleshooting background* Ability to break down and communicate complex technological concepts (in written and oral formats)* Excellent interpersonal skills with the ability to work independently* Passion for learning and sharing knowledge using a variety of methods and mediums* Next Generation Sequencing (NGS) technologies, PCR-based methodologies and/or Hybridization-based target enrichment hands-on experienceEducation:* Associate's Degree in science or related discipline required* Bachelor's Degree preferredExperience:* 5 years' relevant technical experience with a Bachelor's degree required OR* 8 years' relevant technical experience with an Associate's degree required OR* 11 years' equivalent combination of education and work experience which demonstrates the ability to perform the duties of the job required* 5 years of Technical Support Experience (customer facing role incorporating experience with troubleshooting and training) including 1 year demonstrating increasing leadership competencies required* Experience of working in one or more of the following fields: Oncology, Genetics, Infectious Disease or NIPT preferred* Project Management experience preferredRoche is an equal opportunity employer.Customer Support, Customer Support > Technical & Application Support

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