Product Specialist
Roche
full-time
Posted on:
Location Type: Office
Location: Ljubljana • 🇭🇷 Croatia
Visit company websiteJob Level
JuniorMid-Level
About the role
- Provide over-the-phone specialized assistance to Roche customers regarding usage and troubleshooting of Roche equipment
- Handle customer and staff enquiries via phone or digital e-services and identify/troubleshoot complex issues using remote service for diagnostic support
- Identify product quality issues and escalate to next level of skill/specialism
- Manage complaints with 2nd Level support, communicate with customers and colleagues, and monitor/escalate complaints
- Maintain correct documentation in CRM system and monitor process/product quality using specific metrics
- Proactively identify areas of improvement to guarantee better customer experience
- Acquire transversal competencies to provide comprehensive 360-degree customer support and perform training for Roche systems
- Publish customer and staff directed information via dedicated channels and support service-related topics of product launches
- Occasional on-site service activities supporting field-based service support team
- Respect compliance with all relevant Roche guidelines and policies
Requirements
- University degree in chemical engineering or in scientific field (Biology, Chemistry, Medicine)
- 2+ years’ experience in research, diagnostic laboratory or similar
- Fluent in English
- Scientific & Biology know how
- Excellent customer orientation
- Problem solving
- Excellent interpersonal skills, reliability, ability to communicate effectively at all levels
- High self-motivation, strong analytical approach, target oriented, meticulous and organized
- Availability to travel 30% of the time
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
chemical engineeringscientific researchdiagnostic laboratory experiencetroubleshootingCRM documentationproduct quality monitoringmetrics analysiscustomer support trainingproblem solvinganalytical skills
Soft skills
customer orientationinterpersonal skillscommunicationself-motivationreliabilityorganizational skillstarget orientedmeticulousnessproactive improvementteam collaboration