About the job
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
MAIN PURPOSE:
To provide the diagnostic instrumentation post-sales technical support in accordance with the manufacturers specifications and Roche Diagnostics standards.
Technical Support
To resolve/take accountability for cases being resolved by receiving case, contacting client, providing telephonic support (if possible) and coordinating resolution of case within SLA/deadline
To provide technical support on site by coordinating appointment to resolve case with key contact at customer, organizing required parts and equipment and providing support within deadline / SLA
To coordinate resolution of escalated technical cases by identifying issues that require escalation, referring to appropriate escalation process, providing feedback to customers, internal sales and line manager, following up until resolved and closing case within customer expectations
To follow-up with customers after cases are closed by contacting clients via telephone or email, verifying case is fully resolved, reopen/open cases if the issue is reoccurring and resolve within deadline
To proactively provide technical support to customers by receiving adhoc customer support requests while on site, after hours etc., by receiving request for support from customer, logging case on system, providing technical support and closing case or distributing case correctly immediately
Modifications
To conduct modifications by receiving notification of modification/enhancements, upskilling on technical requirements, contacting customers to schedule modification and conducting as per specifications and standards and within deadline To manage the modification projects by engaging with internal stakeholders, providing technical guidance on
Installations and De-installation
To initiate installation / de-installation projects by being appointed as project installation lead, engaging with Project Manager, agreeing installation requirements and specifications, conducting site inspection, understanding customer expectations and requirements and developing installation plan within deadline
To conduct installation /de-installation by preparing all equipment and parts and installing system according to specifications, installation manuals and standards within deadline and as per plan
Customer Service and Support
To maintain a customer centric approach with all customer engagements by aligning with the Roche values, maintaining professionalism, providing quality technical support and advice and delivering according to their expectations and SLA at all times
To proactively resolve customer issues by conducting courtesy visits, identifying potential issues and resolving and taking preventative action at all times
Administration
To provide customers with all case relevant documentation by completing case reporting, collating documentation and issuing (email/print and issue) to the customer within deadline
To manage customer support stock levels (boot-stock) by reconciling stock, recording stock utilisation, ordering additional stock, complying with the used and unused returns authorisation and the stock control processes at all times
To address stock discrepancies by identifying inconsistencies, refer to relevant department for resolution and follow-up until resolved monthly
To complete expense reporting by complying with the T&E policy and system requirements monthly and as required
To complete overtime reports by capturing overtime, signing and submitting by deadline monthly
To maintain an up to date and accurate planning board and team planner by capturing daily and long term planned activities according to standards and by daily deadline
To maintain technical compliance standards by completing e-learning modules or training and achieving required compliance standards as required and within deadline
To maintain tools of trade by verifying and maintaining calibration and storing and maintaining according to specifications and standards at all times
SHE
Comply with SHE rules, standards, regulations set out by Group SHE as well as local affiliate
Participate and complete all assigned SHE training
KEY WORK RELATIONSHIPS:
Internal
Roche Diagnostic SA
Professional Services Team
New Business Development
Application Specialist Teams
Operations
Customer Services
Quality
HR
IT
International
Global Support Structures
External
Customers
Outsourced Service
Providers
Third Party Providers of
Complimentary Services
ROLE-SPECIFIC REQUIREMENTS:
Qualifications & Experience
NQF 6/7 in relevant field
National Diploma in Electrical Engineering/ Mechanical Engineering/ Biomedical Technology or equivalent (NQF level 6) B Tech or related degree as per above (NQF level 7) is preferred
1-3 years technical support services experience - medical diagnostic industry experience is preferred
Must have knowledge of:
Customer service
Technical support
Medical instrumentation installation and maintenance In the absence of relevant qualifications, experience in the relevant field and at the relevant level will be considered
Recommended Skills & Abilities
Customer services and care
Teamwork and collaboration
Accountability
Accuracy and attention to detail
Communication (verbal and written)
Decision making
Problem solving
Self-management and maturity
Physical requirements
Ability to travel nationally and internationally
Ability to work overtime and shifts