Job Description

Function objective

- To provide application first level, onsite or remote support on expertise to all Roche installed instruments, maintaining the established alignment and standardization.

- Participate in project implementation through the active collaboration with Business Managers and Service Supervisors during project development, planning and execution.

 

Responsibilities

Provide Service Support of his/her area of specialty in order to achieve successful project’s implementations aligned with the Global System Support Standards and the Customer Support Guidelines.  Interacts with other support areas to guarantee local successful projects´ execution Responsible of the complete designated project´s implementation, providing Applications Support, local assistance and developing all the necessary related actions for a successful implementation Provides users trainings Weekly planning, account presentation on time according to the standards stablished by year Rexis documentation on time of all cases under his/her responsibility regarding Onsite Customer support and Trainings. Escalate unresolved problems/cases to 2nd level support (CEAC) and delivering all the required information Training customers in the correct handling of reagents and consumables and advises in the inventory management. Contributes with the good management of country expenses according to established targets Implement action plan for SBN or QN related to mandatory or recommended actions Provides support to other sales and applications representatives Responsible for advising customers regarding quality control topics and instrument validation. Implements and leads local application projects to improve customers experience and platform/products management

 

Requirements

University degree in Healthcare, Microbiology or Science areas Proven experience in the use of Roche IVD products and analyzers (more than 1 year) Experience on providing service support to customers in the healthcare industry Proficient in English Availability to travel regularly (locally or overseas) Availability to work after hours

 

Competences

Oriented to customer satisfaction Excellent interpersonal relationships Team worker, high performance under pressure and basic supervision Cross functional working capacity Strong results oriented skills Ability to build and maintain sustainable customer relationships Professional, consistently open, honest, ethical and genuine Follow corporate guidelines and standard procedures Be disciplined and accountability Sense of urgency Ability to know the need of internal and external customers Oriented towards value creation Organized, proactive, dynamic, with personal initiative Open communication with different levels of the organization and external customers Problem solving capabilities