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.
Job Summary职位概述:
Customer centricity. Manage applications support team in efficient and high-quality way. Plan, direct, and monitor
applications support activities so that the instrument, test and solutions operate reliably。
以客户为中心，高质高效的管理应用支持团队。计划，指导和监督应用支持活动，保障仪器及配套解决方案和
检测的可靠性。
Main Tasks & Responsibilities主要工作职责 :
1. Lead, direct, evaluate, and develop applications team, responsible for team resource allocation. Assist
customers in product evaluation and customer interpretation of test results, and support new product launch,
to ensure applications service activities are completed accurately, safely, and on time.
领导，指导，评估和发展应用支持团队，合理分配应用支持团队资源。协助客户进行产品评估工作和
客户解释测试结果，及支持新产品上市，确保及时精确安全地完成应用支持服务活动
2. Perform as a key communication channel between the customer and the company. Visit field customers on a
regular base and promote Roche medical value and service brand; Timely feedback on customer situation and
report market information, handle all customer service related complains to ensure the effective service is
provided to the customer and satisfaction rate
作为公司和客户沟通的桥梁，定期做客户拜访，推广罗氏医学价值和服务品牌；及时反馈客户情况和
报告市场信息，处理客户投诉，确保为客户提供有效的服务和客户满意度
3. Keep team’s product/technical knowledge up to date to ensure product/technical capability can meet position
requirement
保持团队产品/技术知识及时更新,确保产品技术能力能满足职位需求
4. Ensure good implementation of service process, full sets of Service records are updated and maintained
accuracy. Analysis service data and generate data insights for continues improvement to ensure service
efficiency.
确保服务流程在区域内的及时落地，团队服务记录的及时、准确，分析和解读团队服务数据，持续提
升服务有效性及制定相应计划
5. Manage customer service team's activities according to the Company’s policies and SOPs, conduct
performance management, plan service training and deliver on time coaching to ensure diverse talent
development and talent pipeline building.
依据公司相关政策和流程管理团队工作和业绩, 制定员工培训计划，定期做团队辅导，确保团队人才
的多元化发展和人才梯队的搭建
6. Consistent with business goals, and support sales and marketing to achieve annual sales targets; Develop and
implement service concepts in conjunction with sales and marketing activities to achieve company objectives.
与业务目标保持一致，支持销售和市场推广完成销售年度目标; 与销售市场活动同步发展和执行服务
理念，以达到公司目标。
7. Work closely with Sales/Marketing/Distributor relevant key stakeholder to ensure customer satisfaction
与销售市场及经销商的相关人员保持良好沟通与协作, 以确保客户满意度。
8. Other projects or tasks assigned by line manager
主管指派的其他任务
9. Conduct business in full compliance including but not limited to Roche Secure, Roche Behavior in Business,
Roche Competition Law Interactive Dialogues, Roche Safety, Security Health and Environmental Protection
遵循罗氏所有合规要求，包括但不限于罗氏信息安全，罗氏商业中的行为，罗氏竞争法互动对话，罗
氏安全健康环境等，合法合理开展业务活动
10. Understand and fulfill the responsibility of line manager's SHE tasks and duties (as defined in SHE handbook)
了解并执行直线经理的SHE职责（详见SHE手册相关定义）
At Roche, more than 100,000 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.
Roche is an Equal Opportunity Employer.
Read Full Description