Customer Application Specialist

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

We advance science so that we all have more time with the people we love.

At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

At Roche, we work with a purpose - developing innovative tests and medicines, and using data in new ways to help people to live longer, better lives.  We have been writing scientific history for more than 120 years, and our work impacts millions of patients every day, now and in the future

Roche embraces diversity and equal opportunity in a serious way. We are committed to building teams that represent a range of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

The Opportunity

Application Team service activities

• Position will be based in Cagayan de Oro City and will cover the entire Mindanao region.

• Develop effective troubleshooting strategies to minimize repeated troubleshooting calls to increase customer satisfaction

• Ensure that existing customer and new customer base are supported with prompt and  quality service in a planned and pro-active manner

• Provide remote and on-site application and troubleshooting support for customers

• Ensure all pending and repeating troubleshooting calls are managed and solved promptly

• Manage and solve customers' complaint on application related matters promptly and escalate the cases if required to Customer Service Manager

• Ensure achievement of local and global Key Performance Index (KPIs)

• Conduct and assists product demo/presentation/evaluation/trials/study for customers

Update TAS/TASU from PIM

• Prepare e-library CDs from local shared folder for customers without access to internet for e-library automatic downloads

• Proper submission of reports that meets global standards (SIQ and data quality)

• Prepare customer bulletin and troubleshooting letters for distribution to customers on application related updates and issues

• Implementation of product changes such as reagent updates and re-assignment values

• Assist Product Manager in communicating Product Information/Updates contained in the Product Bulletins, Product Management Letters, Quality Notifications, Support Notifications and Marketing Letters

• Collaborate with Customer Service Engineers to promptly resolve technical and application related issues

Training and Development

• Conduct operator and application training for internal and external customers

• Prepare training reagents and samples for in-house training and product demonstration

• Customer Relation Management tools and Business IT

• Ensures all activities are promptly and accurately key-in to customer relation management (PRISMA, Rexis and others)

• Ability and knowledgeable of basic IT software troubleshooting ( IT 3000, IT5000 and other succeeding SWs)

• Assist of Safety Officer with Product Advice Notices and Product Complaint Handling. Entry and reporting of product complaints to Global customer relation management  (Aurora and others)

Liaises with

• External customer, Key Opinion Leaders, distributor and suppliers and other relevant parties

• APAC or GCS for application related matters, updates and inquiries

• Relevant internal team members including Sales, Marketing, Finance, Supply Chain, Service, Applications and other departments/areas as required

Who you are

• Bachelor Degree in Health/Science/Medical technology disciplines

• Multi-national companies experience is preferred

• Two years of Applications Specialist service experience will be added advantage. Must be willing to travel both local and abroad when required.

• Proficient in both English and Filipino (written & spoken) & Strong Presentation Skill & Training Skill 

• Personal Computer Skills (Microsoft Office Application)

• Effective Communication Skill, Good Interpersonal Skill & Time Management Skill

• Creative Problem Solving Skill & Customer Handling Skill

• Ability to work independently and as team player, Self-Initiative and Proactive

Why Roche?

Be part of a winning company

• Working at Roche means working at the forefront of innovation. 

• Our cutting-edge technologies and healthcare solutions are occasionally developed with unconventional methods but always with the highest standard of quality in mind.

• Our Diagnostic division is the world leader in in-vitro diagnostics.

• Our Pharmaceutical Division is the No. 1 supplier of cancer medicines.

Our Performance Culture

• As we keep reinventing ourselves, we depend on our people to take the initiative and push ahead.

• We look at competencies across functions and geographies, you'll certainly be able to align your interests with our business needs.

• We believe in having our employees share in the success of the company

An inspiring work environment

• We foster a culture of debate, mutual respect, and diversity to encourage open discussion and new ideas.

• Feedback is one of the core elements of our culture, as sharing knowledge promotes the development of new ideas, a key competitive strength of ours.

• Our focus is on natural, long-term growth, driven by the contributions of our talented and committed people. 

• We leave you the space you need to meet your personal goals, meet your family obligations, and pursue your professional development.

• We have a variety of site-specific flexible working models.

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an Equal Opportunity Employer.