Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position
We advance science so that we all have more time with the people we love.
As the Applications specialist, you play a key role to provide delight customer services via training, consulting and troubleshooting. As a member of our team, you will be primarily responsible for providing application support to the existing and new customers. You will work in close collaboration with customers and internal stakeholders including the sales, marketing teams This is a 100% field position.
Your Opportunity
- Conducts operator and application training for customers and internal staff
- Provide remote and on-site technical and troubleshooting support for patients and healthcare professionals, understanding their needs, and following all the systems and procedures established with a sense of urgency and customer centricity
- Ensures all activities are promptly and accurately key-in to Rexis in accordance with the specifications of the internal quality guidelines
- Monitor and escalate the complaints, identify complex, intermittent or infrequent equipment failures. Manage complaints in cooperation with second level support, including communication with customers and colleagues.
- Prepare and update documents including training materials and internal technical documents per request from internal and customers, actively contribute ideas to optimize business relevant information and work processes and to delight customer services.
- Support for in-house training, product demonstration, product evaluation/trials/study for key customers and reference sites
- Present as service ambassador of Roche Diagnostic and build trust, connection with customers and internal stakeholders by strong and effective communication skills in Vietnamese and English
Who You Are
- Master / Bachelor's Degree in either Health/Science/Medical Technology or related discipline from a recognized university
- At least 2-3 years of relevant experience in clinical laboratories
- Experiences with cobas systems, quality management and quality certification programs shall be added advantages
- Core competency including adaptability, continuous learning, leadership potential, critical thinking, initiative, collaboration, resilience, results-oriented mindset, creative problem solving, sense or urgency, time management, good communication skills, abilities to work as an independent contributor and as a team member are required
- Other skills: presentation skill, analytic skill, training skill, office skill, project management
- Language: English and Vietnamese
Who we are
At Roche, more than 100,000 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.
Roche is an Equal Opportunity Employer.
