Job Description
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. The Position Role Purpose As 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. In this role, you will Maintain 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. 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. Responsible to ensure (together with Regulatory and Product team) that customer is informed of safety / quality issues and technical updates via Customer Notification timely. Cooperate with the cross-function
