Job Description

The Position

Role Purpose

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.

In this role, you will

Maintain and perform 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.

Conducts operator / applications training and workshops for customers and peers.

Develops, prepares and updates required training materials for training and demonstrations.

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

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.

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

Cooperate with the cross-functional support team to help customers solve the problem effectively.

Represent Roche in engagement opportunities, collect and compile insights, positions and feedback to inform our access and policies strategies.

Regularly check the intranet/emails and all available channels to keep up-to-date service information including instrument operation and application related information.

Actively promote and provide digital service, proactive and remote support through Remote Care Giver.

Well documented all customers\xe2\x80\x99 touchpoints in the CRM system correctly in a timely manner.

Meet customer service KPI and participate in continuous improvements.

Take ownership of improving customer service experience, create engaged experience and facilitate organic growth.

May act as a coach for colleagues with less experience and provide guidance. Proactively identify opportunities to improve and enhance the target audience experience. Work autonomously; complete work with minimal supervision or guidance but maintain communication with supervisor regarding progress.

Any other tasks or projects as assigned from time to time

Who you are

You are someone who are/have:

Strong troubleshooting and multi-tasking skills.

Efficient, organized, details oriented and result driven.

Customer-oriented individual and an outstanding problem-solver.

Able to efficiently prioritize tasks in a fast-changing environment.

Team players demonstrated by the ability to receive and provide feedback professionally thrive and collaborate in a cross-functional environment.

Detail oriented, meticulous, responsive to deadlines.

Ongoing interest in digital services, industry trends, best practices and emerging technologies.

Qualification and Experience

Minimum Diploma in Health/Science/Medical disciplines or equivalent from a reputable University

Preferably, at least 1-year experience/knowledge in clinical lab, histopathology lab or molecular lab

Preferable with teaching experience

IT experience will be an added advantage

Marketing and business development experience will be a beneficial

Strong ability to work in a matrix and collaborative environment

Excellent team working skills required

Adaptable to changing environments

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we\xe2\x80\x99ve become one of the world\xe2\x80\x99s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.

Roche