Customer Support Partner (Engineer)

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

Role Purpose

As the Customer Support Partner (Engineer), you will be responsible for performing instrument troubleshooting, instrument installation, instrument preventive maintenance, and other instrument after-sales service issues to the satisfaction of the customer base and organization's procedures and policies.

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 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, corrective and preventive maintenance, and installation hardware and software modification.
• Provide service training to the customer and peers.
• Conduct workshop activities as required.
• Handles trouble shooting for customers and carry out root cause analysis, and liaises with GCS to manage technical issues when required.
• Well documented all customers touchpoints in the CRM system correctly in a timely manner.
• Monitor spare part movement in individual storage location and ensure part used is written off via the CRM system in a timely manner.
• Responsible to ensure (together with Regulatory and Product team) that customer is informed of safety / quality issues and technical updates via Customer Notification timely.
• Cooperate with the cross-functional support team to help customers solve the problem effectively.
• Collaborate closely with stakeholders, gaining a deep understanding of their needs and identifying shared purpose in order to create fruitful partnerships.
• Represent Roche in engagement opportunities, collect and compiling 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.
• Meet customer service KPI and participate in continuous improvements.
• Actively promote and provide digital service, proactive and remote support through Remote CareGiver.
• 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 Biomedical, Electronic, Mechanical Engineering or equivalent from a reputable University
• Preferably, at least 1 year of related experience in a similar industry
• 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.