CS Product Application Specialist
Bucharest, ROMANIA IT development
Job description
The Position
Roche is a company with a 125-year history and our ongoing success is based on our strong focus on delivering meaningful value for our customers and society, and we will need to evolve our offering and approach in order to do so. Health care is changing exponentially due to radical innovation in technology, increased openness to change, increasing patient empowerment, multiple sources of medical information, and pressure on public spending.
A 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.
Reporting to the Regional Customer Support Center (RCSC) 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.
Ensure the identification or product quality issues and escalation to the next level of skill and / or specialism.
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, Medical Bioengineering / Medical Engineering).
2+ years’ experience in research, diagnostic laboratory or similar.
Proficiency in Romanian and English (mandatory). Italian is considered a nice-to-have.
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.
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.