Vacant Positions at Roche

Key Responsibilities:

Order Administration

• To process orders from external systems by extracting the orders, verifying the content, loading into the internal system and processing for completion daily
• To process orders by receiving the request, generating a purchase order and confirm receipt daily
• To process emergency orders by receiving the request, getting relevant approvals to process in line with the emergency SOP and implementing
• To identify IDOC errors for the local market by tracking them on the system, notifying the inbound logistics and inventory administrator and tracking resolution of the error
• To maintain the customer files and providing feedback to supervisor on customer data changes
• To prepare customer reports by receiving the request, extracting the required data and submitting within the required timeframes
• To administer the monthly and weekly scheduled orders, engaging with the service providers to track completion within required delivery timeframes, communicating with the customers and monitoring until completed weekly and monthly
• To process cost per billables (CPB) by extracting the data download from the system, review the content and submit to finance for invoicing monthly

Shipping

• To track shipments by receiving tracking information, following up on shipment movement and delivery times and communicate delivery dates to customers as required
• To facilitate emergency order deliveries by issuing the instruction to the distributor once approved, communicating with the customer and tracking the shipping until complete as required
• To support the ILM implementation by receiving the shipping notification, identifying correct logistics solution, communicating with logistics service providers, tracking implementation and communicating with relevant internal stakeholders (ILM and professional services) on progress to support installation on site

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, logging onto the pricing issue tracker and notifying the relevant line manager.

Returns Administration

• Process returns by receiving the notification, identifying the solution, securing authorization to proceed and implementing as required.
• Resolve abnormal returns by identifying the issue and implementing the corrective action and updating the system.
• 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.

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 and exports
• Customer services and care
• Teamwork and collaboration
• Accuracy and attention to detail
• Planning, organising and prioritising
• Problem solving
• Essential Knowledge: ERP system

go to method of application »

Key Challenges

Technical Support

• In this role, you will be responsible for resolving cases by actively engaging with clients and providing telephonic support whenever possible. You will coordinate the resolution of cases within the agreed Service Level Agreement (SLA) or deadline. Additionally, you will offer technical support on-site by scheduling appointments with key contacts at the customer's location, arranging the necessary parts and equipment, and ensuring timely support within the specified deadline/SLA.
• Furthermore, you will be involved in handling escalated technical cases by identifying issues that require further escalation, following the appropriate escalation processes, and providing feedback to customers, internal sales, and your line manager. You will diligently follow up on these cases until they are fully resolved, ensuring that customer expectations are met and closing the cases accordingly.
• After cases are closed, you will continue to engage with customers by conducting follow-up communication through telephone or email. During this process, you will verify that the case has been fully resolved and address any recurring issues promptly, reopening or opening new cases if necessary, and resolving them within the specified deadline.
• Lastly, you will also proactively provide technical support to customers by addressing adhoc support requests received while on-site or during after-hours. This will involve promptly logging the case into the system, providing the necessary technical support, and ensuring that the case is either closed or distributed correctly without delay.
• Overall, this role requires a proactive and customer-focused approach to ensure timely case resolution, effective coordination, and efficient communication to deliver high-quality technical support to our valued customers.

Modifications

• You will conduct modifications by upskilling yourself on technical requirements, contacting customers to schedule modifications and conducting these as per specifications and standards and within deadline.  You will manage modification projects and provide technical guidance on these by engaging with internal stakeholders.
• Installations & De-Installations
• The role involves leading installation and de-installation projects by working closely with the Project Manager. This includes understanding the installation requirements and specifications, conducting site inspections, and developing an installation plan within the given timeline. You will be responsible for preparing equipment and parts and installing systems according to specifications, installation manuals, and industry standards. It is important to complete the installation or de-installation within the set deadline and as per the agreed plan.

Customer Service Support

• Maintain a customer centric approach with all customer engagements by aligning with Roche’s 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

• Amongst others, responsibilities include providing customers with necessary documentation within deadlines, managing stock levels, resolving discrepancies, completing expense and overtime reports, maintaining planning board and compliance standards, and ensuring proper tool maintenance.

Who you Are as our ideal candidate:

• You hold a completed National Diploma in Electrical Engineering or Mechanical Engineering or Biomedical Technology or equivalent (NQF Level 6).
• You have at least 2-3 years technical support services experience in the medical diagnostic industry, specifically IVD industry experience is preferred. You ideally have experience with Chemistry and Hematology instruments.
• You are in possession of a valid drivers license and have a valid passport (within 3 months of employment).

go to method of application »

Key Challenges:

• Build a deep understanding of the health ecosystems across the African continent to set policy agenda priorities including the environments, institutional and political landscapes with emphasis on key priority countries of the Africa Strategy. 
• Actively engage and build relationships with political stakeholders and key influencers of health policy agendas at regional and national levels in coordination with global health policy leads, EEMEA-LATAM policy teams and the Africa Healthcare Access Chapter to enable removal of barriers and bring key disease area and health topics to the priority agenda for rapid, broad and sustainable access to Roche innovations for patients.
• Conduct research, analyse current healthcare policies, evaluate the effects of proposed legislation, and report on findings within the Healthcare Access Chapter, EMEA LATAM region and Area Africa to identify unmet needs and opportunities.
• Influence political and social events to increase voice around healthcare issues related to key business initiatives under the strategic initiatives of Roche in Africa both internally and externally.
• Build supporting tools and knowledge resources (e.g. best practice) for implementation of policy agenda at local levels that deliver clear, evidence-based and compelling positions for governments and key influencers including monitoring and evaluation metrics to track momentum for access and lessons learned and communication mechanisms (e.g. communities of practice).
• Support affiliate access, policy and commercial teams in local activities to minimise gaps/hurdles to access in support of health system strengthening initiatives and public private partnerships.  Such projects include Global Access Program, Africa Breast Cancer Ambition (ABCA), Women's Health, UHC, NCDs and local affiliate pilot projects for access. 

Who you Are:

• Required: A degree in Science or the Social Sciences.
• Highly desirable: Master Degree in Policy, Health Economics or Health Financing.
• Significant experience in the pharmaceutical or health / medical device / laboratory industry with experience relating to market access, government affairs and health policy. Experience in multiple markets is an advantage.
• Fluency in Written and Spoken English is mandatory. Ability to read and speak French is an advantage

Impact will be measured by:

• Contribution to regional/area business objectives, regional/area business growth and increased patient access across Africa.
• Delivery of key initiatives that result in changes to regional or local policies leading greater access within agreed timelines.
• Development of key relationships within the African health policy ecosystem to shape policy agendas.
• Creation of health policy engagement and shaping capabilities within the local teams across Africa.
• Interpersonal skills for successful collaboration within highly matrixed cross-functional teams .
• Critical thinking, strategic mindset, problem solving, and analytical skills.
• Ethical mindset and good understanding of relevant compliance principles and regulations.
• Strong influencing and negotiation skills: confirmed abilities to influence others without authority and mobilise people behind a common purpose and strategy.