Job Description

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

As the Customer Support Partner (Application), you will be responsible to perform and install application setup, troubleshooting support and evaluation, conduct operator training for customer and internal team members aiming to ensure customer satisfaction and provide efficient customer support.

You demonstrate personal purpose around improving the healthcare ecosystem thinking from an enterprise level, beyond boundaries and borders, to bring the best possible outcomes to the health environment; creating better health outcomes for more patients faster, and by bringing a strong entrepreneurial mentality with outstanding partnering capabilities.

The Opportunity:

• You are maintaining and performing necessary support at customer site, such as troubleshooting, setup, install, and perform evaluation at customer's facility to ensure full functionality according to specification in a timely manner.

• You are conducting operator / applications training and workshops for customers and peers.

• You are developing, preparing and updating required training materials for training and demonstrations.

• You are handling troubleshooting for customers and carries out root cause analysis, and liaises with GCS to manage technical issues when required.

• You are responsible for ensuring (together with the Regulatory and Product team) that customer is informed of safety/ quality issues and technical updates via Customer Notification timely.

• You are collaborating closely with stakeholders, gaining a deep understanding of their needs and identifying shared purpose in order to create fruitful partnerships.

• You are representing Roche in engagement opportunities, collect and compile insights, positions and feedback to inform our access and policies strategies.

• You are performing regularly check the intranet/emails and all available channels to keep up-to-date service information including instrument operation and application related information.

• You are actively promoting and providing digital service, proactive and remote support through Remote Care Giver.

• You are meeting customer service KPI and participate in continuous improvements.

Any other tasks or projects as assigned from time to time

Who you are:

Qualification and Experience

• You hold a minimum Diploma in Health/Science/Medical disciplines or equivalent from a reputable University

• Strong ability to work in a matrix and collaborative environment

• Excellent team working skills required

• Adaptable to changing environments

• Marketing and business development experience will be a beneficial

• IT experience will be an added advantage

• Preferable with teaching experience

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.

Job Requirements