SWA Senior Technical Specialist
hace 6 días
Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.The PositionResponsible for ensuring that Customer Support in the EMEA RCSC delivers the required service offering to both the local market and designated served countries. Responsible for hardware and/or software systems within any of the following product groups – RPD Corelab.Main Function of the Job:The SWA Technical Specialist will provide support in the following key result areas:Handling of customer and employee enquiries, via phone or in written form.Identification and troubleshooting of complex issues.Conducting and designing 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 enquiries and complaints:Processing customer enquiries and troubleshooting.Processing employee enquiries.Identification of 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 (Rexis).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:Hotline support of field service colleagues with complex troubleshooting issues, promoting digital tools.Monitoring and escalation of complaints and product quality issues.Create and monitor PRI/PSIs in complaint management system.Conducting and designing customer and employee training:Perform trainings for Roche systems with agreed concepts and documentation.Information and knowledge transfer:Identification, translation (if required), and distribution of important Service and Quality Notifications. Additionally, develop detailed instructions and run a pilot if necessary.Provide feedback on 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, training documentation, and SW versions.Process and product quality monitoring using specific metrics, KPIs.Provide necessary product information to local distributors.Involvement of suppliers of peripheral instruments (WSU, UPS, PCs, Printers, etc.).On-site service activities: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.Mandatory languages:Spanish and English. *Portuguese would be a plus.Non-Technical skills:Teamwork, Communication and adaptability, Critical thinking, Leadership, Decision making, Resilience, Responsibility & Ownership, Time management & Prioritization, Consulting, Customer interaction, Intercultural collaboration & Networking, Knowledge sharing, Project management, Promoting service solutions, Innovative.Who we areAt 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.
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