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We are looking for experienced Technical Specialists to provide cross-border technical support to our customer laboratories in LATAM. The ideal candidate will have expertise in pathology. In this role, you will leverage your knowledge of these disciplines to deliver the highest level support.
All qualified candidates are encouraged to apply and will be considered. Our talent development strategy and processes have, however, pre-identified potential candidates for this position.
Your Opportunity
The responsibilities for this role include:
Provides first-level technical support to customers of the affiliates (Inquiries, Complaints) and resolve concerns raised by customers.
Report customer service in the CRM system according to the guidelines, Active participation in continuous improvement and quality processes
Documents customer information and recurring technical issues to support product quality programs and product development
Use of remote access to systems for troubleshooting, gathering problem investigation data, and supporting inquiries.
Participate in supporting SoS activities (PMs, Correctives, installations) in conjunction and in agreement with L2 or TPM
Provide SLS support to affiliates' FSRs, Provide staff training and workshops to customers
Escalation of PRI cases and support in cases escalated as PRI and non-PRI to the PMQ
Identification of complex, intermittent, or unusual cases in systems for consultation with L2 and troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action
Ensure compliance with all mandatory and role related training.
Who you are
The person in this role has excellent analytical, problem analysis and decision-making skills, as well as effective planning, organizational and time management. Customer service orientation, mastering written/verbal communication, organization and prioritization skills.
Degree with full technical higher education (biomedical engineering, precision mechanics, electronic, Information Technology, Medical Technology or related specialties).
You are proficient in the medical/diagnostic market and have advanced knowledge in pathology instruments. Basic knowledge of electronics, electro-mechanical systems and Information Technology & Networking.
Fluency in Spanish or Portuguese (verbal and written) and Fluency in English (verbal and written).
Open for travels both local and regional
Relocation benefits are available for this job posting.
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.