Remote Specialist-Application

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.

The Position

The Position

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Crafting a world where we all have more time with the people we love. That’s what makes us Roche.

About Position

We are seeking a top-tier and collaborative Remote Specialist – Application to join our Customer Support team. In this role, you will be responsible for providing remote support in installing, maintaining, and troubleshooting our Roche Diagnostics India products for our customers. The ideal candidate will possess professional communication skills, excellent organizational abilities, as well as a passion for delivering outstanding online/remote service to our customers over email, calls or online.

Your Opportunity

Handle the complaints of the customer and resolve the same over Phone/Remote Screen Sharing else call out the issue to the Field Service Engineer/Application Specialist so as to fix the problem at the earliest.

Call Resolution Via TTS / Remote Service—Analyse the complaints of the customers, suggest remedies over Phone/Remote Screen Sharing to resolve the issues thereby decreasing the downtime of the instrument and increasing our service efficiency and customer happiness.

Support to customers via Axeda/e-lab Performance/Advanced Service Analytics—Assist the customers through digital tools like Axeda, e-lab Performance & Advanced Service Analytics, so that their query or complaint is answered efficiently thereby helping them improve their TAT.

Reporting/MIS—Maintain and monitor the Customer Centre reports via Business Intelligence Marketing tools.

PRI/PSI Assessment & Follow-up—Assess every call that lands to the customer support for PRI/PSI, raise the issue to the LSO and Global Team by crafting a CN case and follow up on the same with FSE/FAS/Global team.

Follow-up on Aurora cases—-Follow-up with Global Teams and FSE/ FAS on the status of the Aurora cases raised by the affiliate.

Monitoring & Closure of complaint cases raised by the Customer Support Centre —Continuous monitoring through BIM to be done on daily basis.

Actively involved in implementing local and global projects in India—Should play a vital role in the successful implementation of new projects related to Service in the country. 

Who You Are

BSc/MSc Biochemistry or Biotechnology

proven track record in field application or remote support

Excellent communication skills

Proficient in Hindi/Tamil/English

Willing to work in multiple shifts

Who we are

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.

For more than 60 years, Roche has been committed to making a difference to the lives of people in India. Roche Diagnostics India is the market leader in In-Vitro-Diagnostics, providing diagnostic testing for early detection, evaluation and monitoring of disease. On the product side, the organisation provides a wide range of diagnostic products for customers around distinct disease areas namely diabetes, virology, blood screening, women’s health, microbiology, oncology and genomics.

Roche is an Equal Opportunity Employer.

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