Application Specialist - Core Lab and Point of Care Solutions

Job description

The Position

Job Summary:

• Respond to customers’ needs and expectations with high quality scientific answers.
• Contribute to customer long term loyalty.
• Ensure immediate and proper scientific support to customers (incl. providing instrument training and troubleshooting, settlement of scientific problems and timely update on new methods, techniques and Product Bulletins).
• Document all calls, activities on the CRM System.

Key Duties and Essential Job Functions:

• Provide high-level scientific support and operator training to customers.
• Handle all calls received from customers that relate to CPS and troubleshoot them to provide instant solution on reagent and software problems due to customer complaints.
• Escalate unsolved cases to 2nd level support CIR, and/or GCS with complete case explanation.
• Ensure follow-up until issue has been resolved and customer is satisfied.
• Provide scientific documentation to customers.
• Document all his activities in Rexis/Lightning/ NFSS.
• Assure support is provided within E-L RCSC to have a harmonized approach.
• Delivers best in class support utilizing appropriate systems and processes and providing a consistent and high level of support to customers.
• Continues development of application skills to ensure resilience in the support of all CPS products.
• Proposes proactively and implement activities aligned with customer satisfaction surveys and on-going customer and business area feedback.
• Ensures that all administration is completed in a timely and accurate manner, and guarantee the activity reporting at the CRM (Rexis) software and appropriate escalation of product issues to management center, and ensure that all administration is completed in a timely and accurate manner.

Experience and qualifications:

• B.S. Medical Laboratory Sciences, Chemistry, Histopathology, Biology or Biochemistry or work related experience.
• Fluent in English (oral and written).
• Technical vocabulary & terminology.
• Advanced computer skills (Windows and Microsoft Office).
• Good knowledge and experience in core lab solutions (biochemistry, immunology, endocrinology).
• Experience in laboratory practice and/or experience in the use of automated laboratory equipment (Roche instruments preferable).
• Experience in laboratory manual practice and chemicals handling (Core lab wise).
• Verbal and written communication skills.
• Planning, administration and decision making.
• Work well in a team environment.
• Service/Customer oriented.
• Creativity & well critical thinking.
• Proactivity.

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.