Product Specialist (Application Support)

Job description

·  Job facts

Main Function of the Job :

The Product Specialist will provide support in the following key result areas:

·  Handling of customer and employee enquiries, via phone or in the written form
·  On-site service activities - supporting field-based technical support and sales personnel.
·  Business support to Sales and Marketing (BA).

Specific Responsibilities:

1. Handling of customer and employee enquiries and complaints.

Scope:

·  Processing customer enquiries and troubleshooting.
·  Processing employee enquiries
·  Identification or product quality issues and escalation to the next level of skill and / or specialism.
·  Use of remote service for diagnostic support
·  Documentation with CRM system
·  Handling of simple customer complaints including communication with customers and Roche colleagues
·  Evaluation work in RCSC laboratory to assist troubleshooting.

2. On-site service activities

Scope:

·  Troubleshooting on-site following discussions with field support representatives
·  Planned maintenance activities to assist field support representatives, ie maintenance, installation, modification
·  Basic corrective maintenance activities to assist field support representatives
·  Configuration of installed systems and application of test parameters
·  New system evaluation and correlation
·  Minimum number of site visits per annum to maintain knowledge of local laboratory practice and requirements

3. Business support to Sales and Marketing (BA)

Scope:

·  Supporting technical part of tender documentation.

Job Accountabilities:

·  To undertake all tasks and responsibilities detailed in the Job Description and described in the Specific responsibilities
·  Perform role and associated service activities professionally and in line with company expectations, taking ownership at all times on the service offering that Roche provides to its customer(s), and align outcomes with appropriate and relevant customer measures.

Requirements:

·  3 years of experience in a similar role.
·  Portugues and English language is a must.

Roche is an equal opportunity employer.
Customer Support, Customer Support > Technical & Application Support

·  Who we are

At Roche, 98,000 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.