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The Position

Company: Roche Ukraine LLC (Diagnostics Division)
Work format: Remote
Schedule: MonFri 09:0018:00 (with lunch break)
Location: Ukraine (occasional short business trips within Ukraine up to 10%)

Role purpose

To ensure seamless operational support for the Diagnostics division: from supporting direct contracts between Roche Diagnostics Poland (RDP) and healthcare institutions / laboratories and onboarding new customers to coordinating promotional materials logistics of service tools hotline operations and participation in complaint handling (including for indirect channel customers via the Distributor).
The role acts as the key process integrator between Sales (RDP) Service/Field Service Medical / Regulatory Affairs Marketing Logistics and other enabling functions.

Key responsibilities

(broken down by functional area)

• Manage document flow between Roche Diagnostics Poland (RDP) and healthcare institutions / laboratories (agreements addenda service acts specifications) including verification of counterparties legal and financial details.

• Organise internal contract approvals with Finance/Tax Legal and Compliance; monitor SLA for approvals.

• Maintain contract registers in internal systems (ERP/CRM/DMS); ensure timely status/version updates.

• Track renewal/termination timelines monitor fulfilment of KPIs / service obligations.

• Ensure alignment with internal policies (anti-corruption interactions with healthcare professionals / institutions promotional practices).
  
  

• Own and execute onboarding checklists: document collection account set-up supply / delivery schedule coordination.

• Plan and coordinate trainings (online/offline): introduction to products/services ordering process service request process warranty policies.

• Develop / adapt training materials (user guides SOPs short video/step-by-step instructions); collect feedback; provide post-onboarding support at 306090 days.

• Maintain a customer-facing knowledge base (FAQ instructions recorded webinars) in the DMS / customer portal.
  
  

• Draft standardise and regularly review SOPs / instructions / templates; implement checklists and quality control points.

• Drive paper digital transition: rollout of DMS / e-forms; keep responsibility matrices up to date.
  Perform internal process audits for compliance with QMS internal policies and regulatory requirements.

• Prepare process analytics: turnaround time (TAT) document completeness rate SLA performance; propose improvement actions.
  
  

• Plan request localise submit for Legal / Compliance review produce and distribute promotional materials.

• Ensure that all promotional activities comply with Ukrainian advertising law and internal policies governing interaction with the medical community.

• Track and document circulation and use of materials: print runs stock levels transfer to events / field teams and proper disposal according to procedure.

• Prepare post-campaign reports: execution vs plan reach / utilisation and recommendations for optimisation.
  
  

• Coordinate the movement of service tools / kits / spare parts to and from field locations (including reverse logistics).

• Maintain inventory and lifecycle records for tools (issuance/return logs calibration write-off).

• Interact with couriers / warehouse; control delivery timelines resolve incidents minimise service downtime.

• Ensure occupational safety quality and handling standards during transport and storage.
  
  

• Receive customer calls / requests perform initial qualification log cases and route them to responsible teams (Service Ordering Complaints).

• Follow communication scripts and service standards; monitor response / closure times and follow up with the customer.

• Maintain the operator knowledge base; participate in training and quality monitoring.
  
  

• Register perform initial screening and escalate cases on time according to QMS procedures.

• Coordinate information and material collection (serial numbers lot numbers photos supporting documents); liaise with QA/RA Service and Manufacturer.

• Monitor timelines and status; communicate with the customer and Distributors (indirect channel).
  
  

Candidate profile - Must Have

• 2 years of experience in an operations / process / service role in one of the following: healthcare / pharma / IVD / FMCG / logistics / telecom.

• Hands-on experience managing contracts / document flow coordinating approvals and working with multiple stakeholders.

• Experience in customer-facing or support roles (hotline / service desk / onboarding / front-office back-office support).

• Confident user of ERP / CRM / DMS systems (e.g. SAP / 1C Salesforce SharePoint / Confluence) and Excel / Google Sheets (expected level: formulas pivot tables).

• Understanding of QMS principles compliance and basic rules around promotion in healthcare.

• Ukrainian fluent. English at least Pre-Intermediate (A2).
  
  

Nice to Have

• Work experience in IVD / medical devices / pharma (QA RA Service Order Management).

• Skills in process analysis SOP / checklist development and facilitation of workshops.

• Basic understanding of legal requirements for advertising medical devices and personal data protection (GDPR / Ukrainian data protection law).
  
  

Soft skills

• Structured detail-oriented reliable.

• Service mindset and strong communication skills (verbal and written).

• Time management prioritisation ability to run multiple workstreams in parallel.

• Maturity in handling confidential information and compliance-sensitive topics.
  
  

Employment terms & compensation

• Official employment under the Labour Code of Ukraine; probation period up to 3 months (subject to agreement).

• Paid annual leave of at least 24 calendar days and sick leave according to Ukrainian legislation.

• Overtime is compensated only if agreed in advance and according to the Labour Code.

• Remote work; work tools and equipment are provided according to company policy.
  
  

Key stakeholder interactions

Sales Service / Field Service Logistics Medical / Regulatory Affairs / Quality Assurance Marketing Finance / Tax / Legal / Compliance Customer Support Distributors (indirect channel) and customers (healthcare institutions / private laboratories).

Legal and ethical notes

• Roche Ukraine LLC is an equal opportunity employer. We do not allow discrimination on any grounds in line with Ukrainian law.

• By submitting a CV you consent to the processing of your personal data in accordance with the Law of Ukraine On Personal Data Protection and internal company policies.

• During the recruitment process we do not require information unrelated to job performance (e.g. marital status religious beliefs). A photo is optional.

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.