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

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, create and update documentation and curricula, and conduct training sessions for internal staff.

Responsibilities

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

Qualifications

• Education: A successfully completed degree in Bioinformatics, Biostatistics, or a related field
• Experience: Several years of professional experience in a scientific sequencing environment
• Technical Expertise: Extensive experience in the secondary/tertiary analysis of NGS data and proficiency in interpreting public annotation databases
• Tool Proficiency: Hands‑on experience with tools such as BLAST, Bowtie, Clustal, etc., as well as common algorithms for evaluating sequencing data
• Soft Skills: Strong communication, organisational, and logical thinking skills that facilitate smooth interaction with internal stakeholders
• Mentality: 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
• Mindset: 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

Roche is an Equal Opportunity Employer.