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  • Posted: Jun 29, 2020
    Deadline: Not specified
  • Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare - a strategy that aims to fit the right treatment to each patient in the best way possible. Roche is the world...
    Read more about this company

    Technical Specialist - Molecular

    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.

    Method of Application

    Interested and qualified? Go to Roche on to apply
  • Send your application

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Average Salary at Roche
R 181K from 2 employees

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