At Roche you can show up as yourself embraced for the unique qualities you bring. Our culture encourages personal expression open dialogue and genuine connections where you are valued accepted and respected for who you are allowing you to thrive both personally and professionally. This is how we aim to prevent stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. 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.

In this role you will
Maintain and perform necessary support at customer site such as troubleshooting setup install and perform evaluation at customers 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 CareGiver.
Well documented all customers 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.

Who you are
Strong troubleshooting and multi-tasking skills.
Efficient organized details oriented and result driven.
Customer-oriented individual and an outstanding problem-solver.
Able to efficiently prioritise 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.
IT experience will be an added advantage
Strong ability to work in a matrix and collaborative environment
Excellent team working skills required
Adaptable to changing environments

Who we are

A healthier future drives us to innovate. Together more than 100000 employees across the globe are dedicated to advance science ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities foster creativity and keep our ambitions high so we can deliver life-changing healthcare solutions that make a global impact.

Lets build a healthier future together.

Roche is an Equal Opportunity Employer.