Baru Customer Support Specialist

Date Posted: Posted3 hari yang lalu
Salary:
Roche
Jakarta
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Job Description

Key Activities:

  • Online Service and support for Roche instrument and perform routine monitoring for quality performance
  • Update daily any obstacles found in the fields and perform escalation plan as required and follow up any cases within 24 hours
  • Responsible for instrument and reagent troubleshooting via phone as well as 1 st line support
  • Manage effectively of daily task and job include of reagent task issue activities, pending task, scheduling training, application / assay software upgrade and perform routine visit based on customer priority
  • Prepare online training material for Roche product related to the training needs to be deliver to Roche customer
  • Conduct operation and application online training for new instrument placement as well as conduct refresh training to maintain customer in updated information
  • Make sure the application and trouble shooting in correct way followed as instructed by GSS and other standard procedure guideline
  • Complete all paperwork required by the time requested e.g. territory reports, expense forms, etc
  • Keep customer records up to date, relevant and accurate
  • Prepare the monthly report by the 1 st every month for management review
  • Ensure to handle customer complain and inquiry related with Roche product, and to conform by the SOP applied
  • Responsible in customer case handling, including troubleshooting and route cost analysis
  • Responsible as the admin for digital e-services.
Qualifications
  • Possess Bachelor Degree from a reputable University (local/overseas) majoring in Life Sciences
  • Demonstrates strong leadership
  • Demonstrate persistence and perseverance to achieve desirable business outcomes
  • Focus and able to achieve results without constant supervision
  • Requires extensive travelling within the areas assigned
  • Requires a flexible working hours and sometime requires overtime during working days
Experience
  • Possess minimum of 1 year of working’s experience in diagnostic industry
Knowledge
  • Able to converse and write in English
  • Computer and digital skill

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.

Job Level:

Individual contributor

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Job Detail

  • Job Id
    9668c370e45b935e
  • Location
    Jakarta
  • Company
    Roche
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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