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
Job Description
Customer Support Partner (Engineer)
Role Purpose
As the Customer Support Partner (Engineer), you will be responsible for performing instrument troubleshooting, instrument installation, instrument preventive maintenance, and other instrument after-sales service issues to the satisfaction of the customer base and organization's procedures and policies.
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
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Maintain and perform necessary support at customer sites, such as troubleshooting, corrective and preventive maintenance, and installation hardware and software modification.
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Provide service training to the customer and peers and conduct workshop activities as required.
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Handles trouble shooting for customers and carry out root cause analysis, and liaises with GCS to manage technical issues when required.
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Well documented all customers’ touchpoints in the CRM system correctly in a timely manner.
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Monitor spare part movement in individual storage location and ensure part used is written off via the CRM system in a timely manner.
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Responsible for ensuring (together with the Regulatory and Product team) that customers are informed of safety / quality issues and technical updates via Customer Notification timely.
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Cooperate with the cross-functional support team to help customers solve the problem effectively as well as collaborates closely with stakeholders, gaining a deep understanding of their needs and identifying shared purpose in order to create fruitful partnerships.
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Represent Roche in engagement opportunities, collect and compile insights, positions and feedback to inform our access and policies strategies.
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Regularly check the intranet/emails and all available channels to keep up-to-date service information including instrument operation and application related information.
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Meet customer service KPI and participate in continuous improvements.
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Actively promote and provide digital service, proactive and remote support through Remote CareGiver.
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May act as a coach for colleagues with less experience and provide guidance.
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Proactively identify opportunities to improve and enhance the target audience experience.
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Work autonomously; complete work with minimal supervision or guidance but maintain communication with supervisor regarding progress.
Who you are
● Minimum Diploma in Electronic, Mechanical Engineering or equivalent from a reputable University.
● Preferably, at least 1 year of related experience in a similar industry
● 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’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.
Top Skills
What We Do
Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare – a strategy that aims to fit the right treatment to each patient in the best way possible.
Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management.
Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. The company also aims to improve patient access to medical innovations by working with all relevant stakeholders. Thirty medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry ten years in a row by the Dow Jones Sustainability Indices (DJSI).
