Customer Support Partner (Engineer)-1

Bei Roche kannst du ganz du selbst sein und wirst für deine einzigartigen Qualitäten geschätzt. Unsere Kultur fördert persönlichen Ausdruck, offenen Dialog und echte Verbindungen. Hier wirst du für das, was du bist, wertgeschätzt, akzeptiert und respektiert. Dies schafft ein Umfeld, in dem du sowohl persönlich als auch beruflich wachsen kannst. Gemeinsam wollen wir Krankheiten vorbeugen, stoppen und heilen und sicherstellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und in Zukunft. Werde Teil von Roche, wo jede Stimme zählt.Die PositionRole PurposeAs the Customer Support Partner (Engineer), you will be responsible for performing instrument troubleshooting, instrument installation, instrument preventive maintenance, and other instrument after-sales service issues to the satisfaction of the customer base and organization's procedures and policies.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 health environment; creating better health outcomes for more patients faster, and by bringing a strong entrepreneurial mentality with outstanding partnering capabilities.In this role, you willMaintain and perform necessary support at customer site, such as troubleshooting, corrective and preventive maintenance, and installation hardware and software modification.Provide service training to the customer and peers.Conduct workshop activities as required.Handles trouble shooting for customers and carry out root cause analysis, and liaises with GCS to manage technical issues when required.Well documented all customers’ touchpoints in the CRM system correctly in a timely manner.Monitor spare part movement in individual storage location and ensure part used is written off via the CRM system in a timely manner.Responsible to ensure (together with Regulatory and Product team) that customer is informed of safety / quality issues and technical updates via Customer Notification timely.Cooperate with the cross-functional support team to help customers solve the problem effectively.Collaborate closely with stakeholders, gaining a deep understanding of their needs and identifying shared purpose in order to create fruitful partnerships.Represent Roche in engagement opportunities, collect and compiling insights, positions and feedback to inform our access and policies strategies.Regularly check the intranet/emails and all available channels to keep up-to-date service information including instrument operation and application related information.Meet customer service KPI and participate in continuous improvements.Actively promote and provide digital service, proactive and remote support through Remote CareGiver.May act as a coach for colleagues with less experience and provide guidance. Proactively identify opportunities to improve and enhance the target audience experience. Work autonomously; complete work with minimal supervision or guidance but maintain communication with supervisor regarding progress.