Application Specialist – Roche – Oman

Application Specialist – Oman – Indeed.com

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Summary

Ensure 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 & solution offering. Implement Roche Global application standards, guaranteeing appropriate case reporting and follow up, and collaborate with sales team on channel-filling opportunities.

Your Responsibilities

  • Provide a high quality application support response which is consistent and in line with the changing requirements of the customer and the business areas.
  • Deliver best in class support utilizing appropriate systems and processes and providing a consistent and high level of support to customers.
  • Continued development of application skills to ensure resilience in the support of all products.
  • Ensure coverage across the required core and out of hours, in line with agreements with customers.
  • Proactively propose and implement activities aligned with customer satisfaction surveys and on-going customer and business area feedback.
  • Perform instrument training, configuration, and instrument commissioning for new installations.
  • Ensure 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 MC, and ensure that all administration is completed in a timely and accurate manner.
  • Perform corrective visits to sites as part of case escalation.
  • Respect and actively implement compliance with all relevant Roche guidelines and policies.
  • Support in customer validation processes, performance qualification & operational qualification
  • Drive continuous education program for customers (QC, Troubleshooting, accreditation)
  • Actively promote Roche professional services & digital platforms such as Hotline, Dialog, Roche academy.
  • Actively gain parameters from competition by channel filling and promote high value parameters
  • Collect market data and competition activities
  • Identify opportunities and to be part of account management team

Compliance

You are expected to adhere through your conduct to all applicable laws and regulations as well as to the high integrity standards as set forth by Roche.

Who You Are

  • You hold a BSc or higher University degree in Life Sciences, Laboratory, or biomedical engineering
  • You have at least 3 years of experience in application in the Healthcare market (IVD preferred), with a proven success record
  • You have hands-on application knowledge on Roche platforms including Cobas c111, Cobas 4000, Cobas 6000
  • You have experience with current good laboratory practice and accreditation requirements
  • You have excellent trouble shooting and problem solving skills
  • You have excellent communication, interpersonal interaction and customer relations skills both internally and externally
  • You respect and actively implement compliance with all relevant Roche guidelines and policies
  • You are result orientated person who is able to meet timelines, with moderate supervision and direction
  • You are able to work both independently and in a team
  • You are proactive, dynamic, have personal initiative, and are business driven
  • You are fluent in English, Arabic is preferred
  • You are willing to travel whenever required

Roche is an equal opportunity employer.

Customer Support, Customer Support > Technical & Application Support


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