Job Description

Summary Responsible for ensuring the delivery of best in class application support and a differentiated Customer experience, offer application and software support for the assigned portfolio, working Closely with the sales and field service teams, in order to deliver high value service offering. Implement Roche Global application standards, guaranteeing appropriate case reporting and follow up, and collaborate with sales team on channel-filling opportunities. Your Responsibilities • Provides a high quality application support response which is consistent and in line with the changing requirements of the customer and the business areas. • Delivers best in class support utilizing appropriate systems and processes and providing a consistent and high level of support to customers. • Continues development of application skills to ensure resilience in the support of all products. • Ensures coverage across the required core and out of hours, in line with agreements with customers. • Proposes proactively and implement activities aligned with customer satisfaction surveys and on-going customer and business area feedback. • Performs instrument training, configuration, and instrument commissioning for new installations. • Ensures that all administration is completed in a timely and accurate manner, and guarantee the activity reporting at the CRM (Clarify) software and appropriate escalation of product issues to management center, and ensure that all administration is completed in a timely and accurate manner. • Performs corrective visits to sites as part of case escalation. Compliance All service activities and behavior in business must be in compliance to Roche standards expected on all Roche employees.