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.

The Position

Role Purpose

As the Customer Support Partner (Engineer), your responsibilities will include troubleshooting instruments, performing installations, conducting preventive maintenance, and providing other after-sales service support in accordance with the organization's procedures and policies to ensure customer satisfaction

You demonstrate a personal commitment to enhancing the healthcare ecosystem by thinking on an enterprise level, transcending boundaries, and striving to achieve optimal health outcomes. This involves accelerating progress to benefit more patients while embodying a strong entrepreneurial mindset and exceptional partnering capabilities

The Opportunity:

• Perform preventive maintenance, hardware installation and software modification timely.

• Provide support remotely through Roche Remote Solution or, if necessary, on-site at the customer's location.

• Deliver service training to the customer and peers.

• Conduct root cause analysis, and if required, collaborate with Roche Global partner to address complicated technical issues.

• Ensure thorough documentation of all customer touchpoints in the CRM system in a timely and accurate manner.

• Monitor spare part movements in individual storage locations and ensure timely updates in the CRM system.

• Collaborate with the Regulatory and Product teams to inform customers promptly of safety, quality issues, and technical updates through Customer Notifications.
   

Who you are:

You are someone who are/have:

• Degree in Biomedical, Electronic, or Mechanical Engineering. IT experience will be an added advantage

• Strong troubleshooting, analytical skills, comprehension/understanding skill of manual/guides.

• Efficient, organized, details oriented and result driven.

• Able to efficiently prioritize tasks and thrive in a high-pressure environment.

• Fresh graduates are encouraged to apply

Who we are

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.