Job Description

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:

1. 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.

2. Remote and On-site Support: Provide prompt application support and troubleshooting assistance, both remotely and on-site, for assigned and assisted accounts.

3. Training for New Hires: Conduct product operator training for new team members to ensure they are proficient with instrument use.

4. Timely Troubleshooting Management: Ensure troubleshooting calls for assigned and assisted accounts are promptly managed and resolved.

5. CRM Documentation: Accurately document all account activities and product issues in the Customer Relationship Management (CRM) system.

6. Product Demonstrations and Evaluations: Conduct and assist in product demonstrations, presentations, and evaluations for customers, focusing on the cobas series.

7. Technical Support in Analysis: Provide customers with technical support for analyzing and summarizing experimental results.

8. 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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