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
To provide application first level, onsite or remote support on expertise to all Roche installed instruments, maintaining the established alignment and standardization.
Participate in project implementation through the active collaboration with Business Managers and Service Supervisors during project development, planning and execution.
To provide support in the presales as it will be required from the knowledge as applications specialist.
The Opportunity:
To provide application first level, onsite or remote support on expertise to all Roche installed instruments, maintaining the established alignment and standardization.
Participate in project implementation through the active collaboration with Business Managers and Service Supervisors during project development, planning and execution.
Provide Applications support in order to achieve successful project’s implementations aligned with the Global System Support Standards and the Customer Support Guidelines.
Interacts with other support areas to guarantee successful projects´ execution.
Provides customer trainings and support new staff for initial platforms trainings.
CRM documentation on time.
Escalate unresolved problems/cases to 2nd level support (CEAC) and delivering all the required information.
Provides support and guidance to other applications representatives.
Responsible for advising customers regarding quality control topics and instrument validation.
Implements and leads application projects to improve customers experience and platform/products management
Ensure that free of charge items in your country/cluster are within the expected indicators, and that quality controls are carried out. Promote best practices for consumables management
Active participation in the affiliate's scope initiatives to ensure the achievement of the results set out in each of the topics addressed in them
Responsible for its contribution in the different agile structures, always putting the customer at the center of the decisions.
Provide presales support advising and working with the commercial team when the project will require it.
Who you are:
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University degree in Healthcare or Science areas (Microbiologia)
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Experience on providing service support to customers in the healthcare industry
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Proficient in English
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Availability to travel regularly (locally or overseas)
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Availability to work after hours
Key Competences:
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Oriented to customer satisfaction
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Excellent interpersonal relationships
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Team worker, high performance under pressure and basic supervision
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Cross functional working capacity
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Ability to build and maintain sustainable customer relationships
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Sense of urgency
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Ability to know the need of internal and external customers
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Oriented towards value creation
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Organized, proactive, dynamic, with personal initiative
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Open communication with different levels of the organization and external customers
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Problem solving capabilities
Reports directly to the Applications Manager
Who we are
A healthier future drives us to innovate. Together, more than 100’000 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.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.
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).
