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.
Job Description
Role: Intern
Function: Digital Diagnostics Solutions
Reporting to: Informatics Solutions Manager
Organization: Roche Diagnostics India & Neighboring Markets
Number of roles open: 1
Location: Mumbai (1)
Digital Diagnostic Solutions
Roche’s Digital Diagnostics Portfolio consists of specialized Digital solutions deployed in diagnostic labs. These solutions range from middleware and automation software (cobas Infinity), Digital Pathology solutions, digital inventory management systems, POC IT systems and clinical Algorithms for clinical decision support
The IT implementation team plays a very important role in the pre sales and post sales implementation tasks for these solutions. They are part of the multi-disciplinary sales team performing pre-sales demos and digital infrastructure assessments for digital solutions and lab automation deals. Handling these customers can strategically shape the outcomes and customer experience of digital diagnostics and Automation projects. This team partners with customers on a continuous improvement journey as they customer experiences and expands applications of digital solutions.
This role requires understanding of customer support operations, deft discussion and stakeholder management skills and a zeal and passion to help the customer business succeed.
Role Responsibilities:
● The designated person also has an objective of liaising with internal Roche stakeholders India, APAC and GCS teams for help setup the customer support process for post implementation customer stakeholder management..
● Customer Service Support for Digital Solutions
· Manage end-to-end design and process deployment of post implementation customer support.
· Use existing local & global tools and resources available to ensure process compliance to Roche standards and customer expectations for issue resolution while using Roche provided Service support platforms
· Define SOPs for efficient management during digital service and support calls
· Devise mechanisms for periodic communication of customer service and support statistics to key customers
· Deployment of all remote monitoring systems from all active customer sites. Navify Service Intelligence, Thingworx, Graphana and any others.
· Define processes to ensure all customers receive timely version upgrades, service patch deployment and maintenance of all software solutions in RIS portfolio
· Identify modes of communication, design communication and create templates for use by the IT implementation team to ensure timely communication of Service and Quality notifications to customers. This includes EOSL communications
· Create and deploy a knowledge and resource bank of rules and troubleshooting protocols to bring standardization and knowledge sharing with customers
· Standardization of tools, process and execution for planned software upgrades
● Sever health evaluation
· Design and execute a periodic server maintenance for Roche provided servers across all sites in India & neighboring markets
● Monitoring systems
· Design and execute periodic monitoring systems and processes for health checks on the support centre operations
Who You Are:
Mindset:
We@RocheDiagnostics is the mindset and culture we adopt to help achieve our vision and realize our strategy. The dimensions are:
● We are passionate about our customers and patients
● We radically simplify
● We trust, collaborate & have fun
● We ALL lead
● We experiment & learn
As an Intern, Roche Diagnostics, you will be expected to demonstrate We@RD dimensions and help evolve the function’s culture beliefs as part of the India journey.
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.