Customer Service applications specialist - manila/ncrRoche

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 PositionA healthier future. It's what drives us to innovate. 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.The Opportunity1. Training & EducationProvides internal staff (Sales, CS Engineer, distributor) training for the operation/principle of analyzers and general laboratory practicesConducts operator training for end users after installation of instrumentsProvides go live support and ensure the customers are able to successfully and independently operate the Roche systems in their laboratoryProvides education to the customer related to instrument operation and result interpretation and its impact on medical decisions.Provide new software/assay support including assay setup, refresher training, software and technical updates2. Instrument Installation & ImplementationInstalls, configures, and optimizes instruments including method verification and sample workflow.Complete the instrument implementation according to the plan.Coordinates customer evaluation of instruments and reagents and assists customers in the evaluation of productsImplements, maintains, and updates customer products including Service and Quality Notification promptly.3. Customer Support & TroubleshootingHandles customer complaints, inquiries, and troubleshooting of instruments and reagents and provides comprehensive problem resolution via phone or on-site, in line with customer expectations.Visits customers on a regular basis, provides timely feedback on customer situations, and reports market information to ensure customer satisfaction and loyalty.Escalates cases and communicates issues to GCS/CIR; collaborates with Sales and Technical teams to provide alternative solutions in case of product quality issues.Applications will take turns in manning the call center (#ROCHE).4. System Documentation & ComplianceEnsures CRM is updated in a timely and accurate manner; proficiently uses tools such as Rexis, PIM, and RDK, and improves service skills through continuous learning.Documentation of all service-related activities as per Roche standards.Comprehensive understanding of related service SOPs and strict implementation of them.5. Cross-functional Collaboration & EventsProvides technical support for scientific and commercial events.Collaborates with Sales, Technical, and Global teams to ensure efficient service delivery and customer satisfaction.Additional Responsibilities:
Attends/completes all required online and F2F trainings (Role specific, Safety Responsibility and Compliance) within specified time limit
Identifies, collects and immediately reports all safety related information on Roche products to Local Safety Responsible as per Roche requirements and local regulations
Compliance:All service activities and behavior in business must be in compliance to Roche standards expected on all Roche employeesLiaises with:
APAC or GCS for application related matters, updates and inquiries
Relevant internal team members including Sales, Marketing, Finance, Supply chain, Service, Applications and other departments/areas as required
Who You AreEducation and/or Experience:Licensed Bachelor Degree in Medical TechnologyMinimum two of (2) years of laboratory practiceMultinational company experience is preferredCustomer Service Applications experience will be added advantageLocation: Manila/NCRLanguage Skills:Proficient in both English and Filipino (written & spoken)Other Skills and Abilities:Personal Computer Skills (Microsoft Office/Google Tools Application)Effective Communication Skill & Good Interpersonal SkillCreative Problem Solving Skill & Customer Handling SkillTime Management Skill & Ability to work independently and as team playerSelf-Initiative and ProactivePresentation Skill & Training SkillWho we areA 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.
Roche

Philippines
Permanent
Full-time