Hot Jobs at Roche -(3 Positions)

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)

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About the Job
The Position

Roche Diagnostics in Midrand is seeking a Customer Order Specialist for the Export Customer Services team to efficiently process and administer Export Market customer orders from order entry to delivery to support that the customers receive their order within the expected time period.

A candidate with at least 3-5 years’ experience in a logistics environment with extensive order management experience in an export function is required.

Key Responsibilities:

Order Administration

• Track inventory by receiving updates on stock levels and expiry dates, identifying expiring and low stock level items, notifying relevant parties and providing support
• Process quotations by receiving requests, loading details into
• the system and generating pro-forma invoices and liaising with the customer to confirm orders
• Process emergency orders by receiving requests, getting relevant approvals to process in line with the emergency SOP and implementing as required
• Process orders by generating a purchase order and confirm receipt
• Resolve IDOC errors for the export market by tracking them on the system, identifying the solution and implementing as required
• Maintain customer files by saving documents into the relevant platforms and providing feedback to management on customer data changes
• Prepare customer reports by receiving requests, extracting required data and submitting within the required timeframes

Invoicing

• Generate invoices by releasing on the system and forwarding to customers with supporting documentation
• Submit documentation for letter of credit payments and bill of exchange by compiling information and submitting to the bank as required

Shipping

• Facilitate customs clearance by receiving shipping notification, preparing customs clearing documents and forwarding to customers
• Prepare relevant export documentation in accordance with relevant country customs regulations by extracting required information, completing the documents and submitting to the customer and customer appointed clearing agent
• Secure approval for transport quotations by identifying the transport requirements, requesting the quotations, preparing and submitting for authorization by the customer
• Obtain quotations from freight forwarding agents and obtain manager authorization and then arrange collection of cargo within defined timeframes to facilitate pre-shipment inspections and/or delivery to customers
• Track shipments by receiving tracking information, following up on shipment movement and delivery times and communicate delivery dates to customers
• Conduct pre-inspections by liaising with inspectors to review shipments, receiving feedback, identifying anomalies and implementing corrective action
• Reconcile shipping notifications for imports by reviewing advanced shipping notifications with service provider stock received systems, identifying anomalies, investigating causes and implementing corrective action

Customer Query Administration

• Resolve customer queries by understanding the query, investigating the cause and identifying the problem, preparing and logging claims and providing feedback to clients
• Resolve logistic claims by investigate the claim, identifying potential solutions, submit claims, liaise with relevant stakeholders and communicate with the customers
• Report pricing issues by identifying the issue and notifying the relevant line manager
• Report phase in and phase out items by identifying the items, confirming their status and notifying the customer within the required deadlines

Reverse Logistics Administration

• Process reverse logistics orders receiving the notification, identifying the solution, securing authorization to proceed and implementing
• Facilitate the credit movement of the stock by capturing the required data into the system, tracking the issuing of the credit note and notifying the relevant stakeholders

ILM Export Market Administration

• Verify stock availability by receiving the order, checking stock levels within the warehouse, addressing any stock issues including requesting additional stock, reserving stock upon arrival in the warehouse and notifying relevant parties daily
• Address stock shortages by identifying unavailable stock in line with orders and notifying the relevant project manager
• Release the instrument for installation by capturing the data into the system, communicating with the warehouse for preparation of the instrument for delivery and coordinating with the logistics provider to collect the instrument for delivery
• Address any issues by receiving the notification of missing accessories, investigating the issue and communicating with the relevant stakeholders until resolved
• Provide logistics support to the technical team by receiving their request, identifying the logistic solution, submitting for approval and implementing

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

• Required Qualification: NQF 5/6 in logistics or similar
• Required Experience: 3 to 5 years in customer experience in logistics or similar with extensive order management experience in an export function
• Essential Knowledge: ERP systems, NCO terms, country specific export regulatory requirements

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About the Job
The Position

As a Patient Journey Partner (PJP) you will be at the center of the new Roche organization, turning upside down the role we play in society - from mostly offering world-class medicines towards much more partnering, innovating and leading generative disruption. By doing so the PJP will be directly accountable to deliver better outcomes for patients, their community, the ecosystem and the organisation, faster.

The PJP is an empowered leader and the local face of Roche. She or he partners closely with all stakeholders directly touching the patient journey (in a given therapeutic or disease area), gaining a deep understanding of their needs in order to connect Roche’s capabilities to co-create meaningful solutions.

This role is locally embedded in the ecosystem, it is an integrated role, functionally agnostic, (i.e. it does not fit into the traditional concepts of Commercial/Sales or Medical Affairs)

It has no profitability, sales objectives or incentives

Responsibilities

• The PJP role within the affiliate who has decision making authority to request resources of Roche (both within the affiliate and broader network) in order to have improved impact on the patient journey
• The PJP focuses on the importance of bringing the outside in, working with partners to uncover all potential opportunities to transform outcomes for patients, faster. They also bring the inside out, to bring Roche expertise, science and knowledge to the ecosystem
• Acts as trusted partner and is the primary (but non-exclusive) point of contact between stakeholders and Roche; the PJP shares the patient and stakeholder community needs internally, prioritizes and secures resources, and drives solutions that deliver outcomes faster
• Partners with patient journey stakeholders to remove roadblocks and unlock possibilities to deliver value for patients and the community
• Stewards Roche’s products through their lifecycle and supports their appropriate use, which includes sharing their merits with HCPs in a truthful and balanced manner
• By overseeing the patient journey in its entirety, the PJP acts as a system thinker with the ability to identify shared purpose among stakeholders and The role is empowered to pull in expertise and resources locally and from the network as needed, including in collaboration with other PJPs
• The role is empowered to pull in expertise and resources locally and from the network as needed, including in collaboration with other PJPs
• Ensuring great experiences whenever stakeholders in the ecosystem engage with Roche employees, products and services.

Your ambition and profile?

• You demonstrate personal purpose in improving the patient journey, as well as a strong passion to bring value and impact to the healthcare ecosystem. Thanks to your system thinking abilities, you oversee patient journeys in their entirety and you leverage shared purposes of stakeholders to co-create solutions within the ecosystem.
• You are a true visionary, defining and embedding the strategy around creating better health outcomes for more patients faster, bringing a strong entrepreneurial mentality with outstanding partnering capabilities (coaching, consulting, ability to deeply listen, question and understand).

You recognize yourself within these skills:

• Growth mindset, able to learn and unlearn quickly, take risks and experiment;
• Self-managed and self-directed;
• Display of integrity in everything;
• Enabler mindset, leveraging the internal and external networks to create value, knowledge sharing and scaling;
• Boldly act on key decisions and opportunities and boldly stop any activity that is not adding value;
• Excellent stakeholder engagement skills including partnering with Therapeutic Area Experts (TAEs) and organisations (required). Experience partnering with Patient Advocacy Groups (PAGs) is highly desired;
• Proved experience in working in a cross-functional team;
• Strong eye for business with desired expertise in commercialization, medical and customer experience excellence;
• Experience in agile ways of working;
• Deep knowledge of patient journey(s) and related treatments in defined disease area(s), enabling engagement at the specialist level
• Broad understanding of Roche’s present portfolio and future pipeline;
• Robust understanding of medical affairs strategies and tactics including clinical research

Preferred Qualifications:

• Qualifications include a University degree/NQF 7 (scientific, economic, or business degree). An advanced degree in Life science and/or MBA is a plus
• And you have 3 – 5 years experience in Pharma Industry
• Practical understanding of digital innovation methodologies