Job description
Role 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. This role is reporting to Customer Support Lead based in Petaling Jaya, Selangor, Malaysia. 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 and 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.
Responsibilities & skills
Efficient, organized, details oriented and result driven.Customer-oriented individual and an outstanding problem-solver.Able to efficiently priorities tasks in a fast-changing environment.
Education
Meet customer service KPI and participate in continuous improvements.Actively promote and provide digital service, proactive and remote support through Remote CareGiver.
Experience
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Roche
Roche was one of the first companies to bring targeted treatments to patients. With our combined strength in pharmaceuticals and diagnostics, we are better equipped than any other company to further drive personalised healthcare. Two-thirds of our Research and Development projects are being developed with companion diagnostics.We are the world's number 1 in biotech with 17 biopharmaceuticals on the market. Over half of the compounds in our product pipeline are biopharmaceuticals, enabling us to deliver better-targeted therapies.We have been at the forefront of cancer research and treatment for over 50 years, with medicines for breast, skin, colon, ovarian, lung and numerous other cancers.We offer doctors profound information to guide treatments and to answer more patients’ questions than any other company. And our tests enable hospitals and labs to deliver that information quickly and reliably.We invest around 9 billion Swiss francs in Research and Development every year because innovation is our lifeblood. This is amongst the highest Research and Development spends in the world across all industries.
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