Customer Service Applications Specialist - Manila/ncr

Roche Job Opportunity

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

The Opportunity

1. Training & Education

• Provides internal staff training for the operation/principle of analyzers and general laboratory practices
• Conducts operator training for end users after installation of instruments
• Provides go live support and ensure the customers are able to successfully and independently operate the Roche systems in their laboratory
• Provides education to the customer related to instrument operation and result interpretation and its impact on medical decisions.
• Provide new software/assay support including assay setup, refresher training, software and technical updates

2. Instrument Installation & Implementation

• Installs, configures, and optimizes instruments including method verification and sample workflow.
• Complete the instrument implementation according to the plan.
• Coordinates customer evaluation of instruments and reagents and assists customers in the evaluation of products
• Implements, maintains, and updates customer products including Service and Quality Notification promptly.

3. Customer Support & Troubleshooting

• Handles customer complaints, inquiries, and troubleshooting of instruments and reagents and provides comprehensive problem resolution via phone or on-site, in line with customer expectations.
• Visits customers on a regular basis, provides timely feedback on customer situations, and reports market information to ensure customer satisfaction and loyalty.
• Escalates cases and communicates issues to GCS/CIR; collaborates with Sales and Technical teams to provide alternative solutions in case of product quality issues.
• Applications will take turns in manning the call center (#ROCHE).

4. System Documentation & Compliance

• Ensures CRM is updated in a timely and accurate manner; proficiently uses tools such as Rexis, PIM, and RDK, and improves service skills through continuous learning.
• Documentation of all service-related activities as per Roche standards.
• Comprehensive understanding of related service SOPs and strict implementation of them.

5. Cross-functional Collaboration & Events

• Provides technical support for scientific and commercial events.
• Collaborates with Sales, Technical, and Global teams to ensure efficient service delivery and customer satisfaction.

Additional Responsibilities:

• Attends/completes all required online and F2F trainings (Role specific, Safety Responsibility and Compliance) within specified time limit
• Identifies, collects and immediately reports all safety related information on Roche products to Local Safety Responsible as per Roche requirements and local regulations

Compliance:

All service activities and behavior in business must be in compliance to Roche standards expected on all Roche employees

Liaises with:

• APAC or GCS for application related matters, updates and inquiries
• Relevant internal team members including Sales, Marketing, Finance, Supply chain, Service, Applications and other departments/areas as required

Who You Are

Education and/or Experience:

• Licensed Bachelor Degree in Medical Technology
• Minimum two of (2) years of laboratory practice
• Multinational company experience is preferred
• Customer Service Applications experience will be added advantage
• Location: Manila/NCR

Language Skills:

• Proficient in both English and Filipino (written & spoken)

Other Skills and Abilities:

• Personal Computer Skills (Microsoft Office/Google Tools Application)
• Effective Communication Skill & Good Interpersonal Skill
• Creative Problem Solving Skill & Customer Handling Skill
• Time Management Skill & Ability to work independently and as team player
• Self-Initiative and Proactive
• Presentation Skill & Training Skill

Roche is an Equal Opportunity Employer.