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

As the Customer Support Partner (Application), you will be responsible to perform and install application setup, troubleshooting support and evaluation, conduct operator training for

customer and internal team members aiming to ensure customer satisfaction and provide efficient customer support.

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

Maintain and perform necessary support at customer site, such as troubleshooting, setup, install, and perform evaluation at customer's facility to ensure full functionality according to specification in a timely manner
Conducts operator / applications training and workshops for customers and peers
Develops, prepares and updates required training materials for training and demonstrations
Handles troubleshooting for customers and carries out root cause analysis, and liaises with GCS to manage technical issues when required. Responsible for ensuring (together with the Regulatory and Product team) that customer is informed of safety/ quality issues and technical updates via Customer Notification timely
Collaborate closely with stakeholders, gaining a deep understanding of their needs and identifying shared purpose in order to create fruitful partnerships
Cooperate with the cross-functional support team to help customers solve the problem effectively
Represent Roche in engagement opportunities, collect and compile insights, positions and feedback to inform our access and policies strategies
Regularly check the intranet/emails and all available channels to keep up-to-date service information including instrument operation and application related information
Actively promote and provide digital service, proactive and remote support through Remote CareGiver
Well documented all customers touchpoints in the CRM system correctly in a timely manner
Meet customer service KPI and participate in continuous improvements
Take ownership of improving customer service experience, create engaged experience and facilitate organic growth
May act as a coach for colleagues with less experience and provide guidance
Proactively identify opportunities to improve and enhance the target audience experience. Work autonomously; complete work with minimal supervision or guidance but maintain communication with supervisor regarding progress

Any other tasks or projects as assigned from time to time

Who you are:

You are someone who are/have:

Strong troubleshooting and multi-tasking skills
Efficient, organized, details oriented and result driven
Customer-oriented individual and an outstanding problem-solver
Able to efficiently prioritise tasks in a fast-changing environment
Team players demonstrated by the ability to receive and provide feedback professionally thrive and collaborate in a cross-functional environment
Detail oriented, meticulous, responsive to deadlines
Ongoing interest in digital services, industry trends, best practices and emerging technologies

Qualification and Experience

Minimum Diploma in Health/Science/Medical disciplines or equivalent from a reputable University
Preferably, at least 1-year experience/knowledge in clinical lab, histopathology lab or molecular lab
Preferable with teaching experience
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

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.