Perform all service activates as required with a primary focus to delivery hyper care service strategies to key accounts and strategic accounts of the business areas.
Inspect, test, and repair Roche diagnostic instruments and related equipment following manufacturers' specifications, by testing and analyzing the instruments performance.
Ensure Roche equipment at customer sites are installed, operated and serviced in accordance to the manufactures specifications
Proactively support with a strong focus on the installation of the larger and more complex installations within the team
Ensure compliant service deliverables are met against department strategies and initiatives
Lead effective and efficient service activity processes such as: installation, preventative maintenance, repair, remote service, hardware and software modification and de-installation.
Lead or participate in departmental improvement projects and initiatives as requested
Ensure the timely implementation of service relevant safety board notification, quality notification, and distribution of service updates and bulletins within the selected function
Commitment to meet the customers’ demands regarding travel, after hours working schedule as requested by the line mangers
Annually plan service trainings performed locally and overseas to continually develop the improve the skills and competencies for the service staff
Develop, monitor and maintain KPIs to improve service delivery for customers to proactively improve Roche diagnostic instruments reliability, operation and serviceability
Monitor, review and approve spare parts requests for the service team to ensurecompliant spare parts usage, stock management/ forecasting, installations, traceability, security and return of old spare parts to the department
Selects, develops and evaluates service personnel to ensure the efficient sustainable operation of the service function.
Partner with key business stakeholders to achieve company goals and objectives
Provide a communication link between the customer and the company to help ensure that an effective service is provided to the customer
Conduct business in full compliance to Behavior in Business, Behavior in Competition, Online and compliant post sale service support
Minimum qualification required is diploma in Electronic, Electrical or Mechanical Engineering or with preferably more than 8 years in a supervisory or managerial role of similar experience
Able to handle computer operating system such as Window XP, 7 and 2000
While performing the duties of this job, the employee is regularly required to stand; stoop, kneel, crouch, lift and/or move heavy equipment. Specific vision abilities required by this job include color vision
While performing the duties of this job, the employee must be fully aware of the working environment and perform safe work procedures and practices at all times when exposed to moving mechanical parts; bio-hazardous environments and specimens, excessive noise and the risk of electrical shock.
Customer hyper care handling skills
Key account management
Budget planning and monitoring
Good people management, organizational and interpersonal skills
Ability to consolidate and grow a service team
Self-initiative and proactive customer support
Roche is an equal opportunity employer.
Who we are
At Roche, 94,000 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.