Customer Support Partner (Medical Diagnostics Application) - 1 year Protege program
Location: PenangTime Type: Full-timePosted on: 2 days agoA Roche promotes diversity, equity, and inclusion, representing the communities we serve. When dealing with health on a global scale, diversity is an essential ingredient for success. We believe inclusion is vital to understanding the different health needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.The Position
As the Customer Support Partner (Application), you will be responsible for performing and installing application setup, providing troubleshooting support and evaluation, and conducting operator training for customers and internal team members to ensure customer satisfaction and efficient customer support.You demonstrate a personal purpose around improving the healthcare ecosystem, thinking from an enterprise level, beyond boundaries and borders, to bring the best possible outcomes to the health environment; creating better health outcomes for more patients faster, and bringing a strong entrepreneurial mentality with outstanding partnering capabilities.The Opportunity:You will maintain and perform necessary support at the customer site, such as troubleshooting, setup, installation, and evaluation to ensure full functionality according to specifications in a timely manner.You will conduct operator/applications training and workshops for customers and peers.You will develop, prepare, and update required training materials for training and demonstrations.You will handle troubleshooting for customers, carry out root cause analysis, and liaise with GCS to manage technical issues when required.You will ensure (together with the Regulatory and Product team) that customers are informed of safety/quality issues and technical updates via Customer Notification in a timely manner.You will collaborate closely with stakeholders, gaining a deep understanding of their needs and identifying shared purposes to create fruitful partnerships.You will represent Roche in engagement opportunities, collecting and compiling insights, positions, and feedback to inform our access and policy strategies.You will regularly check the intranet/emails and all available channels to keep up-to-date service information, including instrument operation and application-related information.You will actively promote and provide digital service, proactive and remote support through Remote Care Giver.You will meet customer service KPIs and participate in continuous improvements.Any other tasks or projects as assigned from time to time.Who You Are:
Qualification and Experience:You hold a minimum Diploma in Health/Science/Medical disciplines or equivalent from a reputable University.Strong ability to work in a matrix and collaborative environment.Excellent teamwork skills required.Adaptable to changing environments.Marketing and business development experience will be beneficial.IT experience will be an added advantage.Preferably with teaching experience.About Us
At Roche, 100,000 people in 100 countries are pushing the boundaries in healthcare. Working together, we have become one of the world leaders in research groups. Our success is built on innovation, curiosity, and diversity.Roche is an equal opportunity employer.#J-18808-Ljbffr