Application Specialist
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.
As an Application Specialist, you are responsible for providing operator training, technical support, troubleshooting, maintenance, and consultation to end users on Roche solutions. Serve as a company liaison with customers on administrative and technical matters for assigned projects. Act as a subject matter expert and plan, deliver, manage, and improve customer satisfaction through the use of diagnostics solutions and instruments. Collaborate with engineering and lab IT & workflow teams on project management and implementation.
The Opportunity
* Collaborate with engineers to ensure successful implementation of Roche analyzers / diagnostics solutions.
* Respond promptly to customer inquiries and complaints. Communicate with customers through various channels.
* Acknowledge and resolve customer complaints. Understand technical information, specifications, and principles of products to handle inquiries and complaints effectively.
* Monitor reagent and consumable inventory to ensure continuous operation of analyzers. Keep records of customer interactions, visits, transactions, comments, inquiries, and complaints.
* Communicate and coordinate with other departments to provide solutions and maintain maximum customer engagement and loyalty.
* Analyze menu gaps and propose solutions to customers. Ensure customer satisfaction and provide professional support.
* Perform operator and applications training for customers and internal staff.
* Develop, prepare, and maintain training materials. Record and maintain service activity records as per Roche guidelines.
* Liaise and align with GCS and CIR to manage technical issues and training. Other duties may be assigned.
Who you are
* You should possess a minimum qualification of a Bachelor's degree in Engineering with basic Internet knowledge and configuration skills.
* You should be able to communicate directly with colleagues abroad in English.
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