Senior Application Specialist at Roche

The Opportunity

• Roche Diagnostics in KZN is seeking a Senior Application Specialist who will be responsible for meeting market demand, managing working capital components of inventory and reducing supply risks, leading the team to deliver stretch targets and continuously improving processes to achieve company growth targets.

Among other duties, the role will entail:

Business Accountabilities

• Assist Key and Account Managers in the execution of the account strategy & business objectives.
• Identify new opportunities to further grow our business.
• Ensure Roche remains in a strong position as incumbent supplier with the aim to extend contracts.
• Identify gaps in customer & Roche business processes (such as supply of goods; correction of instrument breakdowns) and seek to solicit remedies  from internal and external stakeholders

Technical Accountabilities

• Adherence to Client Service Level agreement deliverables & ensuring commitments are met by internal & external stakeholders.
• Maintain high level of customer engagement with regular updates and feedback. Identify gaps & suggest possible interventions.
• Providing first-line trouble-shooting on applications issues & maintaining logs in Clarify.
• Faciliate efffective instrument maintenance by ensuring customer-accountability where required (eg. daily maintainance; logging calls through Roche UK Call Centre) & Roche where required (preventative maintenance and breakdowns).
• Provide cross-team technical assistance and support as and when required.
• Lead more complex diagnostic technical challenges with full engagement with customers to achieve customer SLA requirements .
• Plan and facilitate Applications customer workshops, training, and improvement in quality control measures.
• Ensure effective and timely communication of Product Notifications.

Process Accountabilities

• Conduct workflow analysis and efficiency interpretation of the lab, identify gaps and areas for improvement. Facilitate improvement with internal stakeholders and Roche.
• Ensure adherence to relevant instrument's manufacturing standards for maintenance, installation and upgrading plans according to customer needs.
• Ensure efficient communication between the customer and Roche.
• Address any challenges within scope of authority; accountability and customer relations.
• Carry out continuous improvements on processes / systems / operations.                                                                         

Coaching Accountabilities

• Identify super-users in the laboratory and together with Lab Management (under their lead) identify possible further training & development opportunities.
•  Actively collaborate with colleagues & the laboratory by sharing technical insights and experience on instruments where expertise has been gained.
• Train and support lab technologists

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

• Required Qualification: ND in the Medical Sciences (NQF 6). A Medical Sciences Degree or BTech would be preferred.
• At least 4 years experience in laboratory practices in Chemistry/Immunology or Haematology or Coagulation or Serology or Hospital point of care.