RCSC Product Specialist

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

*Customer Support Product Application Specialist*
Roche is a company with a 125-year history and our ongoing success is based on our strong focus on delivering meaningful value for our customers and society, and we will need to evolve our offering and approach in order to do so. Health care is changing exponentially due to radical innovation in technology, increased openness to change, increasing patient empowerment, multiple sources of medical information, and pressure on public spending.

In this role, you will be responsible to provide over the phone specialized assistance to Roche customers regarding the usage and troubleshooting of Roche equipment.

Key Responsibilities:

• Handling of customer and staff enquiries, via phone or via digital e-services, identification and troubleshooting of complex issues using remote service for diagnostic support
• Ensure the identification or product quality issues and escalation to the next level of skill and / or specialism
• Manage complaints in cooperation with 2nd Level support, including communication with customers and colleagues.
• Monitor and escalate the complaints, identify complex, intermittent or infrequent equipment failures
• Guarantee maintenance of correct documentation in the CRM system, process and product quality monitoring using specific metrics
• Proactive Identification of areas of improvement to guarantee a better customer experience
• Acquire Transversal Competencies to Provide Comprehensive 360-Degree Customer Support
• Perform training for Roche systems with agreed concepts and documentation
• Publish customer and staff directed information via dedicated information channels
• Occasional On-site service activities - supporting field-based service support team
• Support service-related topics of product launches.
• Review the documentation for system launches and adjustment to customer needs
• Respect compliance with all relevant Roche guidelines and policies

Who you are:

• University degree in chemical engineering or in scientific field (Biology, Chemistry, Medicine)
• 2+ years' experience in research, diagnostic laboratory or similar.
• Fluent in English
• Scientific & Biology Know how
• Excellent customer orientation
• Problem solving
• Excellent interpersonal skills, reliability, ability to communicate effectively at all levels
• High self-motivation, strong analytical approach, target oriented, meticulous and organized
• Availability to travel 30% of the time
• Please apply on Roche careers site

Who We Are
At Roche, more than 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.

Who we are

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an Equal Opportunity Employer.