Customer Service Applications Specialist
7 days ago
Overview Customer Service Applications Specialist - Manila/NCR Roche Manila, National Capital Region, Philippines Job posting date: 3 days ago Opportunity A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche. Responsibilities Training & Education: Provides internal staff (Sales, CS Engineer, distributor) training for the operation/principle of analyzers and general laboratory practices; conducts operator training for end users after installation of instruments; provides go-live support to ensure customers can independently operate Roche systems in their laboratories; provides education to customers related to instrument operation and result interpretation and its impact on medical decisions; provides new software/assay support including assay setup, refresher training, software and technical updates. Instrument Installation & Implementation: Installs, configures, and optimizes instruments including method verification and sample workflow; completes instrument implementation according to plan; coordinates customer evaluation of instruments and reagents and assists customers in evaluation of products; implements, maintains, and updates customer products including Service and Quality Notification promptly. Customer Support & Troubleshooting: Handles customer complaints, inquiries, and troubleshooting of instruments and reagents; provides comprehensive problem resolution via phone or on-site; visits customers regularly, provides timely feedback on customer situations, and reports market information to ensure customer satisfaction and loyalty; escalates cases and communicates issues to GCS/CIR; collaborates with Sales and Technical teams to provide alternative solutions in case of product quality issues; applications will take turns in manning the call center. System Documentation & Compliance: Ensures CRM is updated in a timely and accurate manner; proficiently uses tools such as Rexis, PIM, and RDK; documents all service-related activities per Roche standards; maintains a comprehensive understanding of related service SOPs and implements them. Cross-functional Collaboration & Events: Provides technical support for scientific and commercial events; collaborates with Sales, Technical, and Global teams to ensure efficient service delivery and customer satisfaction. Qualifications Licensed Bachelor Degree in Medical Technology Minimum two years of laboratory practice Multinational company experience preferred Customer Service Applications experience is a plus Location: Manila/NCR Language Skills: Proficient in English and Filipino (written & spoken) Other Skills: Proficient in Microsoft Office/Google Tools; effective communication and interpersonal skills; creative problem solving; time management; ability to work independently and as part of a team; self-initiative and proactive; presentation and training skills. Details Seniority level: Associate Employment type: Full-time Job function: Administrative and Customer Service Industries: Pharmaceutical Manufacturing, Biotechnology Research, and Medical Equipment Manufacturing Roche is an Equal Opportunity Employer. #J-18808-Ljbffr
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Customer Service Applications Specialist
7 days ago
Manila, Philippines F. Hoffmann-La Roche AG Full timeCustomer Service Applications Specialist - Manila/NCR page is loaded## Customer Service Applications Specialist - Manila/NCRlocations: Philippinestime type: Full timeposted on: Posted Todayjob requisition id: At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and...
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Customer Service Applications Specialist
7 days ago
Manila, Philippines F. Hoffmann-La Roche AG Full timeCustomer Service Applications Specialist - Manila/NCR page is loaded## Customer Service Applications Specialist - Manila/NCRlocations: Philippinestime type: Tempo integralposted on: Publicado hojejob requisition id: Na Roche, você pode-se apresentar como você mesmo, abraçado pelas qualidades únicas que traz. Nossa cultura incentiva a expressão pessoal,...
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Customer Service Applications Specialist
1 day ago
Manila, Philippines F. Hoffmann-La Roche Gruppe Full timeChez Roche, vous pouvez être vous-même et être apprécié pour les qualités uniques que vous apportez. Notre culture encourage l'expression personnelle, le dialogue ouvert et les connexions authentiques, où vous êtes valorisé, accepté et respecté pour ce que vous êtes, vous permettant de prospérer tant personnellement que professionnellement....
