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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing service operations, resolving technical and scientific issues, and delivering customer application training. Proficient in using digital tools for diagnostics and maintaining rigorous CRM recordkeeping while ensuring customer satisfaction and continuous improvement.
Highest-signal resume keywords
Technical Problem ResolutionCustomer Application TrainingDigital Tools ProficiencyCRM RecordkeepingContinuous Improvement Facilitation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Problem ResolutionInstrument ConfigurationTest Validation ProcessesNew Product IntroductionService Contract Monitoring
Soft Skills
Strong Communication SkillsCollaborationOrganizationProactivityCommitment to Continuous Learning
Tools & Technologies
Digital ToolsRemote Support TechnologiesCRM Systems
Industry Keywords
Service OperationsCustomer SatisfactionMultisite EnvironmentsField Application TeamsContinuous Feedback Culture
About the role
Key responsibilities & impact- Ensure the management and implementation of service operations in alignment with Roche’s strategic priorities
- Process and resolve internal and external customer inquiries and complaints in cooperation with the CEAC support team
- Identify and escalate product quality issues and resolve technical/scientific matters on-site and across multisite environments
- Investigate root causes in collaboration with field application teams and representatives
- Perform planned activities, instrument configuration, and approval for new installations
- Monitor the customer test validation process, including new installations and channel filling
- Provide support through appropriate systems and processes, using digital/remote technologies for diagnostics
- Support the repair shop with testing and validation after servicing
- Deliver application training to customers using standard concepts and documentation
- Record all activities in reports and keep the CRM up to date
- Support the introduction of new products in collaboration with Commercial Operations/Business Development
- Propose and implement actions aligned with customer satisfaction surveys
Requirements
What you’ll need- Completed university degree
- Availability to travel nationally 80% of the time
- English: Advanced proficiency
- Ability to resolve simple and complex technical and scientific problems within established procedures
- Ability to act as a facilitator of continuous improvement, innovation, and the implementation of a continuous feedback culture
- Strong communication skills, with a transparent, timely, and consistent approach
- Ability to deliver customer application training based on standard documentation
- Experience using digital tools, operating systems, remote support technologies for diagnostics, and rigorous CRM recordkeeping
- Collaborative profile for multisite work and technical cooperation within multidisciplinary and support teams
- Organization and discipline to prepare formal reports, collect signatures, ensure serial-number traceability, and monitor service contracts
- Training and capability to support test validation processes, instrument configuration, and approval
- Proactivity in identifying business opportunities, supporting new product introductions, and implementing actions based on customer satisfaction surveys
- Commitment to continuous learning
- Experience supporting testing and validation after servicing
Benefits
Comp & perks- Relocation benefits are not available for this position.