CS Product Technical Specialist
4 weeks ago
To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come.
Creating a world where we all have more time with the people we love. That's what makes us Roche.This is a temporary contractor position for 2 years.
Reporting to the RCSC Customer Support Manager, you will be responsible to provide specialized assistance to Roche Customers regarding the usage and troubleshooting of Roche equipment, by using a digital platform that hosts a collection of specialized support solutions called eServices.
Key Responsibilities:
Handling of Customer enquiries, via phone or via digital e-services, identification and troubleshooting of complex issues using remote service for diagnostic support.
Manage complaints in cooperation with Advanced support, including communication with customers and colleagues.
Monitor and escalate the complaints, identify complex, intermittent or infrequent equipment failures.
Guarantee maintenance of correct documentation in the CRM system, process and product quality monitoring using specific metrics.
Occasional On-site service activities - supporting field-based technical support team.
Respect compliance with all relevant Roche guidelines and policies.
Proactive Identification of areas of improvement to guarantee a better customer experience.
Proposal of corrective actions for more efficient and automated processes.
Who you are:
University degree in chemical engineering or in scientific field (Biology, Chemistry, Engineering).
2+ years' experience in research, diagnostic laboratory or similar.
Fluent in English.
Scientific & Biology Know how.
Excellent customer orientation.
Problem solving.
Excellent interpersonal skills, reliability, ability to communicate effectively at all levels.
High self-motivation, strong analytical approach, target oriented, meticulous and organized.
Strong customer-centric service focus.
Please apply on Roche careers site
Who we are
At Roche, more thanpeople 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.
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