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Responsibilities: include the following (other duties may be assigned)
Carry out routine repair/maintenance instrument work
Independently complete the installation, maintenance and basic troubleshooting according to the service manual
Improve the customer's satisfaction and loyalty
Comprehensive understanding of related service SOP and strictly implement them
Ensures all activities are promptly and accurately key-in to customer relation management
Escalate cases and communicate issues to GCS/CIR. Collaborate with Applications to provide alternative solutions in case of product quality issue.
Proficiently use tools such as Rexis, PIM, RDK and improve the service skills by continuous learning
Update the maintenance data timely and accurately according to the requirements of service SOP
Coordinate with applications, customer service, and other personnel to accelerate repairing and problem shooting
Develop service handbooks and bulletins based on field investigations, engineering changes, and product knowledge
Provide a communication link between the customer and the company to ensure effective service to customers, and handle customer's complaint
Develop and conduct training on safe operations of the equipment and demonstrate skills to trainees, including team members, customers and distributors
Implement, maintain, update customer product information including Service and Quality Notification promptly
Should have a minimum qualification required. Diploma in Electronic, Electrical or Mechanical Engineering
At least 2 years related experience.
Customer Orientation & Relationship Management
Product & Applications Expertise
Proficient in both English and Filipino (written & spoken)
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.
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