Customer Support Partner (Engineer)

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

Job Description
Customer Support Partner (Engineer)

Role Purpose
As the Customer Support Partner (Engineer), you will be responsible for performing instrument troubleshooting, instrument installation, instrument preventive maintenance, and other instrument after-sales service issues to the satisfaction of the customer base and organization's procedures and policies.
You demonstrate 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 by bringing a strong entrepreneurial mentality with outstanding partnering capabilities.

In this role, you will

• Maintain and perform necessary support at customer sites, such as troubleshooting, corrective and preventive maintenance, and installation hardware and software modification.

• Provide service training to the customer and peers and conduct workshop activities as required.

• Handles trouble shooting for customers and carry out root cause analysis, and liaises with GCS to manage technical issues when required.

• Well documented all customers’ touchpoints in the CRM system correctly in a timely manner.

• Monitor spare part movement in individual storage location and ensure part used is written off via the CRM system in a timely manner.

• Responsible for ensuring (together with the Regulatory and Product team) that customers are informed of safety / quality issues and technical updates via Customer Notification timely.

• Cooperate with the cross-functional support team to help customers solve the problem effectively as well as collaborates closely with stakeholders, gaining a deep understanding of their needs and identifying shared purpose in order to create fruitful partnerships.

• Represent Roche in engagement opportunities, collect and compile insights, positions and feedback to inform our access and policies strategies.

• Regularly check the intranet/emails and all available channels to keep up-to-date service information including instrument operation and application related information.

• Meet customer service KPI and participate in continuous improvements.

• Actively promote and provide digital service, proactive and remote support through Remote CareGiver.

• May act as a coach for colleagues with less experience and provide guidance.

• Proactively identify opportunities to improve and enhance the target audience experience.

• Work autonomously; complete work with minimal supervision or guidance but maintain communication with supervisor regarding progress.

Who you are

Minimum Diploma in Electronic, Mechanical Engineering or equivalent from a reputable University.

Preferably, at least 1 year of related experience in a similar industry
IT experience will be an added advantage
Marketing and business development experience will be a beneficial
Strong ability to work in a matrix and collaborative environment
Excellent team working skills required
Adaptable to changing environments.

At Roche, more than 100,000 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.