Protege Program (1 year) - Customer Support Partner (Medical Diagnostics Application)

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 customers 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:

1. Maintaining and performing necessary support at customer sites, such as troubleshooting, setup, install, and evaluation at the customer's facility to ensure full functionality according to specifications in a timely manner.
2. Conducting operator/applications training and workshops for customers and peers.
3. Developing, preparing, and updating required training materials for training and demonstrations.
4. Handling troubleshooting for customers, carrying out root cause analysis, and liaising with GCS to manage technical issues when required.
5. Ensuring (together with the Regulatory and Product team) that customers are informed of safety/quality issues and technical updates via Customer Notification in a timely manner.
6. Collaborating closely with stakeholders, gaining a deep understanding of their needs and identifying shared purpose to create fruitful partnerships.
7. Representing Roche in engagement opportunities, collecting and compiling insights, positions, and feedback to inform our access and policy strategies.
8. Regularly checking the intranet/emails and all available channels to keep up-to-date service information, including instrument operation and application-related information.
9. Actively promoting and providing digital service, proactive and remote support through Remote Care Giver.
10. Meeting customer service KPIs and participating in continuous improvements.

1. Hold a minimum Diploma in Health/Science/Medical disciplines or equivalent from a reputable university.
2. Strong ability to work in a matrix and collaborative environment.
3. Excellent team working skills required.
4. Adaptable to changing environments.
5. Marketing and business development experience will be beneficial.
6. IT experience will be an added advantage.
7. Preferable with teaching experience.