Sr. Bioinformatics and Linux Specialist
Pleasanton, CA

Job Description

ROLE SUMMARY:

As a member of Global Customer support, supports on-market products and performs advanced second-level troubleshooting and provides guidance to junior members of team on troubleshooting techniques and second-level inquiries. Works consistently with cross-functional teams. Leads team members and participates in and/or leads design reviews, and provides direction to junior members of team on all elements of project Charter in establishing service requirements on development projects. Creates and updates documentation and curriculum, and conducts training for internal personnel. The employee is involved in defining work scope and works autonomously with little to no supervisor direction. Serves as a technical expert on product(s) and works on complex projects requiring broad knowledge of products and systems.

PLEASE NOTE:

* The employee will be mostly located in Santa Clara, CA with up to 2 days per week in Pleasanton, CA
* Travel time: 25% both domestic and international, required.

MINIMUM QUALIFICATIONS:

* Works on complex issues/projects where analysis of data requires evaluation of identifiable factors. Exercises judgment in selecting methods and techniques for obtaining solutions. Interacts with senior internal and external personnel.
* Provides on-market support by addressing complex Level 2 submissions independently with little or no direction. Applies knowledge of histology practices, assay performance, and troubleshooting principles and practices.
* Responsible for updating the service manuals, obsoleting old service documentation and ensuring published documentation is current and accurate.
* Participates in and leads design review teams to provide service perspective, reviews and approves design change content, and creates the required deliverable.
* Creates / revises curriculum for training sessions and provides new approaches to improve training process.
* Delivers training to small and larger groups at Roche and Regional Support Centers. Performs training audits on trainers-in-education and product training sessions to ensure efficacy and quality. Responsible for certifying Trainers.
* Creates service requirements on development projects and advocates for functional goals. Works with team to solve problems requiring multiple functional inputs.
* Creates service documentation for internal/external training prior to Launch Decision and for on-market products as needs arise.
* Creates novel content and processes that improve serviceability and product business performance.
* Follows established Roche Quality System procedures in execution of work and identifies need for and creates new departmental procedures.
* Utilizes project management fundamentals to ensure assigned projects are completed properly and on time.
* In the role of a GCS Project Leader, in a new product development project and product updates: Leads the overall GCS project team and is accountable to provide the GCS project deliverables on time and on quality, and within scope and budgeT as agreed in the Service and Support Plan, published at product development milestone Design Goal. (if applicable)
* Represents GCS in relevant project meetings to ensure that service and support needs are considered and implemented. (if applicable)

MINIMUM REQUIREMENTS:

Educaton and Experience

* Bachelor's degree with 5 years of relevant technical experience


* Associate's degree with 8 years of relevant technical experience


* Equivalent combination of education and work experience which demonstrates the ability to perform the duties of the job with 11 years of relevant technical experience



Knowledge, Skill or Ability

* Proficient knowledge of genomics, including experience with secondary/tertiary analysis of NGS data, interpretation of public annotation databases, tools (BLAST, Bowtie, Clustal, etc.), and common algorithms for evaluating sequencing data.
* Proficient in Bash, Python, R and high degree of familiarity with Debian and RedHat-based distributions (Debian, Ubuntu, RHEL, CentOS), particularly with a focus on system service and process configurations
* Project management background in a scientific or academic setting with the ability to work across multiple business, scientific, and technical teams to propose and monitor the end-to-end customer experience. Involvement in managerial roles centered around storage of sequencing data, databases, and/or NGS-diagnostics is ideal.
* Possesses good communication, organizational, logical thinking and presentation skills.
* Communicates complex and unfamiliar ideas and solutions easily to users with little or no technical knowledge.
* Ability to work independently on assigned tasks of broad scope with minimal guidance or supervision.
* Normally receives little instruction on day-to-day work, determines methods and procedures on new assignments.
* Ability to interact with appropriate internal cross-functional groups, areas and regions. Ability to participate in or lead in efforts to define new technologies, products or processes.

Roche is an equal opportunity employer.

Customer Support, Customer Support > Support & Technical Training