Product Specialist

• 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

Product Specialist · Croatia Jobs