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The Position

Within the Pathology Customer Area Leading Hub of the Regional Customer Support Center (RCSC) located in Meylan (France), you provide the necessary support to ensure the best results of our products and thus the high satisfaction of our customers.

The missions entrusted to you will cover our software solutions on the navify Digital Pathology and navify Pathology Lab Advantage product lines, part of the Pathology Customer Area.

The geographical area covered is the EMEA-LATAM region (Europe, Middle East, Africa, Latin America).

Your main responsibilities:

Deliver 2nd level support at a regional level within the Expert Support Network

• You provide regionally a fast remote 2nd level support to the field colleagues and to the Customer support Network teams at the RCSC. You conduct onsite Expert support visits when needed, escalate when necessary, issues to the Global Customer Support (GCS) or the Post Market Quality (PMQ) teams including all potentially critical anomaly or of unknown cause
• You act as the regional interface between customer support teams, field teams, and the Business Area (BA) to provide solutions adapted to the most complex cases and if necessary, you provide direct support to customer through phone lines

Ensures high level of technical training

• You provide training sessions for Roche employees on the products you are responsible for. You contribute, through the regional trainers communities, to training content development and updates in collaboration with the global teams and the Learning Network.
• You ensure a high level of satisfaction with delivered training sessions

Monitor service data, Service Costs objectives and technical modifications

• You monitor and communicate the support data of the supported product lines, analyze the frequency of system breakdowns, identify the most error causing parts and any other key service indicators. You define appropriate action plans to minimize service costs and to drive serviceability
• You monitor the evolution of retrofits on the supported product line and their implementation in the field.

Participate to launches and product improvements

• You participate to the launches of new products or their update together with the other regional and global stakeholders. You act as the voice of the EMEA-LATAM region to drive the product improvement and help the international business teams to prioritize the expected technical improvement or software patches needed.

Ensure the transmission of technical knowledge and information

• You ensure a knowledge transfer towards the Customer support teams for a greater autonomy and expertise. You contribute to the global documentation -Roche Diagnostics Knowledge- to share the experience and knowledge on new encountered issues and their resolutions
• You take part locally in the occasional technical information towards the customers and official complaints management.
• You are the local technical ambassador of your product line for the Sales & Marketing teams.

Who you are:

• Bachelor with third-year university level or higher in IT & Network
• 2 to 3 years of experience working in Customer service, ideally in a medical or scientific environment.
• Experience applying analytical thinking and problem-solving skills
• Experience working in a collaborative environment and promoting a teamwork mentality
• Excellent communication skills: ability to communicate effectively in a multicultural environment and with a diverse audience.
• Demonstrated leadership skills and a positive and creative mindset
• Fluent English is required for this position (B2 CEFR)
• Ability to travel (low frequency)

At Roche, we work with integrity, courage and passion to provide the best products and services for patients and healthcare professionals.

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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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