Customer Support Partner (Medical Diagnostics Application) Protege Program null

Your role

The position

As the Customer Support Partner (Application), you will be responsible for performing and installing application setup, troubleshooting support and evaluation, and conducting operator training for customer and internal team members aiming to ensure customer satisfaction and provide efficient customer support.

You demonstrate personal purpose around improving the healthcare ecosystem thinking from an enterprise level, beyond boundaries and borders, to bring the best possible outcomes to the health environment; creating better health outcomes for more patients faster, and by bringing a strong entrepreneurial mentality with outstanding partnering capabilities.

The opportunity

• You are maintaining and performing necessary support at the customer site, such as troubleshooting, setup, installing, and performing an evaluation at the customer's facility to ensure full functionality according to specification promptly.
• You are conducting operator/applications training and workshops for customers and peers.
• You are developing, preparing, and updating required training materials for training and demonstrations.
• You are handling troubleshooting for customers carry out root cause analysis, and liaise with GCS to manage technical issues when required.
• You are responsible for ensuring (together with the Regulatory and Product team) that the customer is informed of safety/ quality issues and technical updates via Customer Notification timely.
• You are collaborating closely with stakeholders, gaining a deep understanding of their needs, and identifying shared purposes to create fruitful partnerships.
• You are representing Roche in engagement opportunities, collecting and compiling insights, positions, and feedback to inform our access and policy strategies.
• You regularly check the intranet/emails and all available channels to keep up-to-date service information including instrument operation and application-related information.
• You are actively promoting and providing digital service, and proactive and remote support through Remote Care Giver.
• You are meeting customer service KPIs and participating in continuous improvements.
• Any other tasks or projects as assigned from time to time

About you

Qualifications and experience

• You hold a minimum Diploma in Health/Science/Medical disciplines or equivalent from a reputable University
• Strong ability to work in a matrix and collaborative environment
• Excellent teamwork skills required
• Adaptable to changing environments
• Marketing and business development experience will be beneficial
• IT experience will be an added advantage
• Preferable with teaching experience

Benefits

Joining Roche means:

• Impact: Your work directly contributes to advancing healthcare globally, making a meaningful difference in the lives of millions.
• Innovation: Roche fosters curiosity and pushes boundaries, driving continuous improvement and breakthrough solutions.
• Culture: Roche embraces diversity and inclusivity, fostering a collaborative environment where every voice is valued.
• Development: With extensive learning opportunities, including mentorship and career advancement paths, Roche invests in your growth and success.

Don't forget to check the video below to find out more about the benefits of working at Roche!

Training & development

Roche’s Protege Program is designed to provide comprehensive training and development for candidates. Here are some important aspects of how Roche trains and develops participants:

• Hands-on Experience: Candidates gain practical experience by working on real projects and tasks. This includes troubleshooting, performing installations, and conducting preventive maintenance.
• Workshops and Activities: Roche organizes workshops and activities to enhance participants’ knowledge and operational efficiency. These sessions cover various aspects of the job, ensuring that candidates are well-prepared for their roles.
• Mentorship and Guidance: Participants receive support from mentors and supervisors who provide guidance and feedback throughout the program. This helps candidates develop their skills and navigate their career paths effectively.
• Continuous Learning: Roche offers access to a library of e-learning programs, lectures, and other training resources. This ensures that candidates stay updated on the latest industry trends and best practices.
• Customer Interaction: Candidates are trained to provide comprehensive service training to customers, ensuring proficiency in instrument operation and enhancing customer satisfaction.
• Collaboration and Networking: The program encourages close collaboration with stakeholders and peers, fostering a supportive and collaborative work environment.
• These elements collectively ensure that participants in the Protege Program are well-equipped with the skills and knowledge needed to succeed in their roles and advance their careers within Roche.

Career progression

Upon completing the program, candidates may be considered for permanent positions within Roche, depending on their performance and the availability of roles. This could lead to career advancement opportunities in areas such as customer support, field engineering, and other related fields.

Sources

We gather information on this page based on the following sources:

• careers.roche.com
• careers.roche.com/global/en/graduates-programmes
• gradconnection.com/employers/roche/jobs/roche-protege-program-laboratory-field-engineer-1-year-contract/