Customer Support Partner (Medical Diagnostics Application) - 1 year Protege program

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 for performing application setup, troubleshooting support and evaluation, and conducting operator training for customers 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:

1. You will maintain and perform necessary support at customer sites, such as troubleshooting, setup, installation, and evaluation at the customer's facility to ensure full functionality according to specifications in a timely manner.
2. You will conduct operator/applications training and workshops for customers and peers.
3. You will develop, prepare, and update required training materials for training and demonstrations.
4. You will handle troubleshooting for customers and carry out root cause analysis, liaising with GCS to manage technical issues when required.
5. You will be responsible for ensuring (together with the Regulatory and Product team) that customers are informed of safety/quality issues and technical updates via Customer Notification in a timely manner.
6. You will collaborate closely with stakeholders, gaining a deep understanding of their needs and identifying shared purpose in order to create fruitful partnerships.
7. You will represent Roche in engagement opportunities, collecting and compiling insights, positions, and feedback to inform our access and policy strategies.
8. You will perform regular checks on the intranet/emails and all available channels to keep up-to-date service information, including instrument operation and application-related information.
9. You will actively promote and provide digital service, proactive and remote support through Remote Care Giver.
10. You will meet customer service KPIs and participate in continuous improvements.

Any other tasks or projects as assigned from time to time.

Who you are:

Qualification and Experience

1. You hold a minimum Diploma in Health/Science/Medical disciplines or equivalent from a reputable University.
2. Strong ability to work in a matrix and collaborative environment.
3. Excellent teamwork skills required.
4. Adaptable to changing environments.
5. Marketing and business development experience will be beneficial.
6. IT experience will be an added advantage.
7. Preferably 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.