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
Role Purpose
Your primary mission is to elevate the customer experience and support their transformation into a future-ready smart laboratory. By providing expert technical support, comprehensive training, and professional guidance, you will ensure that customers operate our instruments with precision and efficiency.
您的主要任務是提升客戶的使用體驗，協助他們實現向未來智能實驗室轉型的目標。透過提供專業的技術支援、完整的培訓及指導，確保客戶能高效且精確地操作我們的儀器。
Role scope:
Operational Training for End-users: Deliver comprehensive operational training to end-users following the installation of Roche cobas series automated analyzers, including clinical chemistry and immunochemistry assays.
Remote and On-site Support: Provide prompt application support and troubleshooting assistance, both remotely and on-site, for assigned and assisted accounts.
Training for New Hires: Conduct product operator training for new team members to ensure they are proficient with instrument use.
Timely Troubleshooting Management: Ensure troubleshooting calls for assigned and assisted accounts are promptly managed and resolved.
CRM Documentation: Accurately document all account activities and product issues in the Customer Relationship Management (CRM) system.
Product Demonstrations and Evaluations: Conduct and assist in product demonstrations, presentations, and evaluations for customers, focusing on the cobas series.
Technical Support in Analysis: Provide customers with technical support for analyzing and summarizing experimental results.
Project Collaboration and Planning: Effectively evaluate large installation projects, collaborating closely with project applications to complete planning on schedule.
Requirements:
Qualifications:
A strong compliance record with no material compliance violations identified in the past five years.
Education:
Degree in Medical Technology or a related field.
Experience:
Minimum of 2 years of relevant work experience, ideally with a background in medical technical services.
Skills & Knowledge:
Familiarity with hospital clinical laboratory operations, clinical biochemistry, immunology tests, and basic interpretative skills.
Knowledge of CAP and ISO 15189 medical laboratory certification standards.
Strong understanding of compliance requirements and high standards of integrity.
Key competencies: Customer Understanding, Account Management, Service Orientation, Responsiveness, Problem-solving.
Technical Competencies:
Proficiency in Word, Excel, and PowerPoint.
Basic English reading and writing skills.
Strong communication skills and ability to maintain client relationships.
Other Requirements:
Driver’s license and personal vehicle required.
Willingness to travel domestically and internationally, approximately 5-10% annually.
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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.
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