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
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. Crafting a world where we all have more time with the people we love. That’s what makes us Roche.
We are looking for Customer Support Application Specialist for a fixed-term. Reporting to the Regional Customer Support Center (RCSC) Customer Support Manager, you will be responsible to provide specialized assistance to Roche Customers regarding the usage and troubleshooting of Roche equipment, by using a digital platform that hosts a collection of specialized support solutions called eServices.

• Handling of Customer enquiries, via phone or via digital e-services, identification and troubleshooting of complex issues using remote service for diagnostic support.
• Ensure the identification or product quality issues and escalation to the next level of skill and / or specialism.
• Manage complaints in cooperation with Advanced support, including communication with customers and colleagues.
• Monitor and escalate the complaints, identify complex, intermittent or infrequent equipment failures.
• Guarantee maintenance of correct documentation in the CRM system, process and product quality monitoring using specific metrics.
• Occasional On-site service activities - supporting field-based technical support team.
• Respect compliance with all relevant Roche guidelines and policies.
• Proactive Identification of areas of improvement to guarantee a better customer experience
• Proposal of corrective actions for more efficient and automated processes