• Contract
  • Zurich/Zug
  • Recruiter: Karolina Frank

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GCS Mol Labs Support & Training Specialist

Our client is a pioneer in Drug Discovery and Development and one of the frontrunners in Personalised Healthcare. As the world`s largest R&D spender in the pharmaceutical and diagnostics domain, they work in a vast number of drug discovery & therapeutic areas and are highly recognized internationally. 

We are currently looking for a Support & Training Specialist in the GCS Mol Labs department who will support Mol Labs Sequencing Solutions for a 12-month contract (with very high possibility for extension) based in Rotkreuz, Switzerland.

The candidate will support on-market products by performing Level 2 troubleshooting and requests for support from Regional Support Centers, Country Organizations (Affiliates), and external customers. Additionally, if necessary they will escalate to level 3 support. Moreover, they will create and update documentation, train internal personnel (affiliates/regions) and collaborate with product/ software development teams. The candidate applies knowledge of engineering/IT principles, installation and repair procedures, system and hardware design, and troubleshooting principles and practices.

Main Responsibilities:

  • Follows established Global Customer Support (GCS) Quality System procedures as well as Business Area Quality System procedures in the execution of work.
  • Provides on market support by responding to requests for second level support independently with occasional guidance from senior member of team.
  • Provides on-call support on a rotational basis.
  • On-site support for local and regional service and training activities on demand.
  • Applies diverse knowledge and experience of hardware repair, troubleshooting and servicing principles, and practices.
  • Supports service requirements on development projects and creates/updates service documentation for internal/external training prior to Launch Decision and throughout the products lifecycle.
  • Utilizes project management fundamentals to ensure assigned projects and respective deliverables are completed on time and on quality.
  • Other duties as assigned by management.

Qualifications and Experience:

  • Relevant working/residency permit or Swiss/EU-Citizenship required
  • Academic (Fachhochschule or University) degree or similar education in clinical biochemistry and/or biology
  • 2-3 years field support experience within the medical device / diagnostics industry
  • Initial experience with Molecular Diagnostic systems
  • First hands-on Trainer experience, didactic competencies
  • Support oriented – experience of providing a high standard of customer service and problem solving
  • Fluent in English, German is a plus

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