SWA Product Application Specialist

Job description

The Position

Responsible for ensuring that Customer Support in the EMEA Regional Custumer Suport Service Center (RCSC) delivers the required service offering to both the local market and designated served countries. Responsible for application / hardware and / or software systems.

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

Handling of customer and employee enquiries, via phone or in the written form Identification and troubleshooting of complex issues Conducting and design of customer and employee training Information and knowledge transfer On-site service activities - supporting field-based technical support and sales personnel. Business support to Sales and Marketing (BA).

Specific Responsibilities:

Handling of customer and employee inquiries and complaints.

Scope:

• Processing customer inquiries and troubleshooting.
• Processing employee inquiries
• Identification or product quality issues and escalation to the next level of skill and / or specialism.
• Identification of customer and / or laboratory organization issues and development of appropriate action plans
• 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.

Identification and troubleshooting of complex issues

Scope:

• Hotline-support of field service colleagues with complex troubleshooting issues
• Monitoring and escalation of complaints and product quality issues.

Conducting and design of customer and employee training

Scope:

• Perform trainings for Roche systems with agreed concepts and documentation

Information and knowledge transfer

Scope:

• Identification, Translation (if required) and distribution of important Service and Quality Notifications.  Additionally develop detailed instructions and running a pilot if necessary
• Provide feedback of Quality and Service Notifications when required.
• Publishing customer and employee directed information via dedicated information channels.
• Review of documentation for system launches and adjustment to customer needs.
• Review  language translation of service and operator manuals, trainings documentation and SW-Versions
• Process and product quality monitoring using specific metrics
• Provide necessary product information to local distributors

On-site service activities

Scope:

• Troubleshooting on-site following discussions with field support representatives
• Field-support of field service colleagues with complex troubleshooting issues
• Handling new system installations.
• Configuration of installed systems and application of test parameters.

Business support to Sales and Marketing (BA)

Scope:

• Supporting technical part of tender documentation.

Non Technical skills:

. Teamwork
. Communication and adaptability
. Critical thinking
. Leadership
. Decision making
. Resilience
. Time management & Prioritization
. Consulting
. Customer interaction
. Intercultural collaboration & Networking
 

Requisitions

- Master's or Bachelor's degree in Science/Engineering or a Technical Higher Education Diploma

- More than 2 years of experience with complex and high-value technical equipment

- Mandatory languages: Spanish and English. Portuguese (will be positively assessed).

Be creative, be innovator and be part of new Customer experience!

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.