Application Specialist at Roche

About the job
The Position

Roche Diagnostics in Midrand is seeking an Application Specialist to provide relevant application specialist technical and scientific expertise to enable the provision of operational support to the relevant market / customers within the assigned geographical region.

You as an ideal candidate will have good Bio Chemistry, Immunology, Serology and Workflow and automation knowledge. Candidates who have worked in a similar role as an Application Specialist or have reached a senior level in the laboratory will have a distinct advantage.

Key Responsibilities:

Installations

• Evaluation of the laboratory environment and installation requirements by engaging with project managers and developing installation plans / requirements lists
• Preparing instruments by complying with instrumentation set-up requirements, preparing reagents and consumables and loading and preparing software as per the product line specifications according to standards
• Validating systems and their applications by conducting quality checks, testing functioning and resolving any issues
• Setting up and applying protocols by designing, loading and testing
• Provision of handover support and training by conducting training and providing onsite support as per the contract and for the agreed period of time

Technical / Application Support

• Provision of customer support and assistance by understanding customer issues, evaluating causes, providing solutions (telephonic and on site as relevant) and resolving within deadline / SLA.
• Provision of technical / application / product advice and guidance to the sales team by receiving requests from sales, understanding customer specifications, providing expertise and advice and making recommendations
• Resolving and taking accountability for cases by receiving cases, contacting clients, providing telephonic support (if possible) and coordinating resolution of cases within SLA/deadlines
• Provision of technical support on site by coordinating appointments to resolve cases with key contact at customer, organizing required reagents, consumables and quality control materials
• Coordinating the resolution of escalated technical cases by identifying issues that require escalation, referring to appropriate escalation process, providing feedback to customers, internal sales and line manager, following up until resolved and closing case within customer expectations
• Following up with customers after cases are closed verifying whether cases are fully resolved, reopen/open cases if the issue is reoccurring and resolve within deadline
• To proactively provide technical support to customers by receiving adhoc customer support requests while on site, after hours etc. by logging cases on system, providing technical support and closing cases or distributing cases

Customer Service

• Maintain a customer centric approach with all customer engagements by aligning with the Roche values, maintaining professionalism, providing quality technical support and advice and delivering according to their expectations and SLA at all times
• Proactively resolve customer issues by conducting courtesy visits, identifying potential issues and resolving and taking preventative action at all times

Administration

• Provide customers with all case relevant documentation by completing case reporting, collating documentation and issuing to the customer within deadline
• Complete expense reporting by complying with the T&E policy and system requirements and complete overtime reports by capturing overtime, signing and submitting by deadline
• Maintain an up to date and accurate planning board and team planner
• Maintain technical compliance standards by completing e-learning modules or training and achieving required compliance standards as required

Customer Training

• Train customers by identifying needs, developing customized training materials, conducting training and assessing understanding
• Coordinate training by organizing training venue, organizing logistics and coordinating room set-up and requirements in line with the training design
• Conduct training administration by completing required documentation and reports, uploading registers and assessments
• Coordinate and facilitate customer workshops by receiving briefs, developing workshops, implementing and reviewing as required

You, as an ideal candidate, will have the following skills, experience and education:

• Essential: Medical Technology Diploma, BTech or related qualification
• Experience: At least 3 years’ experience in laboratory practices in Chemistry/Immunology or Serology. Candidates who are already working in a similar role will have an advantage
• Required Knowledge: Bio Chemistry, Immunology, Serology and Workflow and automation knowledge

The successful candidate needs to be in possession of a valid drivers license and have a valid passport (within 3 months of employment)