Technical Specialist - Molecular at Roche

Key Responsibilities
Handling of customer and staff enquiries

• Processing internal and external customer enquiries / complaints and troubleshooting. Phone resolution as primary mechanism and preparation for field visit. In accordance with regulatory and process for documentation in CRM.
• Identification or product quality issues and escalation to the next level of skill and / or specialism.
• Identification of customer issues and development of appropriate action plans. This will be in accordance with KPI and SLA agreements.
• Use of remote service for diagnostic support.
• Documentation with CRM system.
• Evaluation work in the Training center to assist troubleshooting.
• To provide out of hours telephone support, if required

Identification and Troubleshooting of Complex Issues

• Handling of complaints in cooperation with 2nd Level support (including communication with customers and colleagues).
• Monitoring and escalation of complaints.
• Identification of complex, intermittent or infrequent failures.

Conducting and Design of Customer and Staff Training

• Perform training for Roche systems with agreed concepts and documentation.

Information and Knowledge Transfer

• Publishing customer and staff directed information via dedicated information channels.
• Organization and implementation of technical meetings for staff and customers.
• Support of software and / or hardware updates and modifications.
• Coordination of service-related topics of product launches
• Review of documentation for system launches and adjustment to customer needs.
• Process and product quality monitoring.
• Assisting the sales process with tender responses – Provide technical expertise to tender information and sales team.

On-Site Service Activities

• Troubleshooting on-site following discussions with field support representatives.
• Handling new / complex system installations.
• Configuration of installed systems and application of test parameters.
• Conducting initial customer training using standard concepts and documentation.
• Performing system presentations.
• Assistance for sales with customer meetings contributing product and laboratory organization knowledge.

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

• Required Qualification: NQF 6 in Medical science or equivalent OR National Diploma in Engineering (Electrical, Biomedical, Mechanical) or related (NQF6).
• Required Experience: At least 2 years experience working in the technical medical environment as an Application Specialist or Field Service Engineer and a proven track record in troubleshooting. Experience of working on Molecular instruments is required.
• Must have knowledge of Customer Relationship Management (CRM) and web delivery tools.