Product Specialist - Technical Support in Regional Customer Support Center at Roche Kenya

The Position

This is an excellent opportunity for an experienced Technical Specialist / Field Service Representative  / Engineer or Biomedical Scientist to join the world’s leading supplier in In-Vitro Diagnostics.

This exciting position, either office based in Burgess Hill (West Sussex, United Kingdom) or remote from Kenya or South Africa, is part of Roche Centralised and Point of Care Solutions (CPS). The world’s leading supplier of automated diagnostic systems to the anatomical pathology market.  Our instrument and reagent systems are used in clinical chemistry, immunology, and Research laboratories around the globe.  Through automation and systems integration, CPS is standardizing and optimizing the automation process, thereby helping pathologists recommend treatment solutions that deliver superior patient care.

Our customers consist of hospital-based Clinical Chemistry & Immunology labs, independent reference labs, medical research centres, and drug discovery laboratories of the largest pharmaceutical and biotechnology companies in the world.

As part of your Customer Support role, you will focus on:

• Providing technical support and problem resolution to customers at the RCSC;
• Providing phone support to all field employees in the region;
• Ensuring proper Complaint Handling and documentation in compliance with Centralised Solutions’ Quality System;
• Ensuring customer satisfaction in coordination with Field Teams and Sales Managers;
• Completing special projects as assigned;
• Supporting the Laboratory Trainer during customers and new employees training sessions;
• Being involved in Complaint Review, Analysis and Trending process based on performance metrics;
• Providing on-site support as and when required;
• Supporting our sales organisations with instrument/system demonstrations and the provision of technical responses as part of the tender process.

This role is mainly remote based and does not require relocation, however it will be preferable to be located close to one of our offices to speed up the intensive initial introduction training . There will be an intensive initial introduction training for the first six months of the position some of which will be in our European training centres. Thereafter, you will also be required to attend periodic training on customer support operations and product offerings at various locations.

Who you are:

• In addition to a degree level qualification in biomedical science/engineering or equivalent, you will ideally have a background in biochemistry and will be able to demonstrate some experience of working in a hospital laboratory.
• You will also have an interest in developing technical and IT skills that relate to our SWA Instruments, full training will be given. 
• Experience in Customer Service and being multilingual would be advantageous.

The following languages are required:

• Fluent English (Mandatory)
• Kiswahili.

Team-oriented & customer-focused, you will possess a confident working approach and show a proven ability to deliver under pressure in a rich multi-cultural environment. In addition, the following skills/experience will be required to be successful in this role:

• Ability to approach problems analytically, troubleshoot systems and provide resolution guidelines to customers;
• Focus on customer satisfaction and customer care;
• Cultural sensitivity;
• Good understanding of modern Laboratory Practices;
• Training & IT literacy skills;

This position will close on the 3rd August 2022