Customer Technical Support Specialist

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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

Always innovating, we bring together dedicated people and diverse perspectives from across our global network, empowering each other to keep breaking new ground.

Location: Remote but the initial training will take place in Carlsbad, CA.

Schedule: This position is within a 24/7 call center. It is expected for this individual to be open to working 1st, 2nd and 3rd shift. Your schedule will be determined on a quarterly basis.

The Opportunity

This Customer Technical Support Specialist is responsible for providing direct and indirect customer technical support for GenMark products. Duties will range from providing phone support to customers and internal personnel; complaint handling including receiving, logging, investigating, resolution, tracking and trending; training customers and internal personnel; aiding in commercialization of new products and improving technical support procedures and tools.

• Provide technical expertise and support to Roche customers by telephone, email and remote access.

• Provide technical assistance to sales, molecular application specialists and marketing as required.

• Customer complaint handling including receiving, logging, investigating, resolving with customers and tracking/trending of complaints in compliance with the Quality System requirements. Report tracking and trending of field product performance metrics for both system and assay data to enable continuous improvement.

• Participate in developing and implementing new product and technical support plans to ensure successful launch and customer support.

• Ensure fact-based scientific, engineering and analytical best practices and principles are utilized to accomplish tasks.

• Provide an open environment and promote teamwork across the organization. Demonstrate and advocate the Cultural Beliefs.

• Assist with special projects as requested and perform additional duties as required.

Who You Are

• You hold a Bachelor of Science in Biochemistry, Microbiology, Molecular Biology, Analytical Chemistry or a related field.

Preferred Requirements

• You have a Master of Science degree in a related field.

• Would prefer 1 to 2 years of experience

Behaviors, competencies, and qualities of the ideal Customer Technical Support Specialist

• Ability to gain knowledge of all Roche products within the business area

• Ability to utilize MS Office, SFDC, SAP, Acrobat, and other Roche supporting software

• Strong communications/listening skills with a corresponding ability to relay information succinctly and accurately

• Ability to positively negotiate with and defuse irate, dissatisfied customers and maintain their confidence and loyalty

The expected salary range for this position based on the primary location of Indianapolis, IN is 46,500.00 -86,300.00 USD Annual. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

Benefits

Are you ready to apply?

Relocation benefits are not available for this position.

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.

As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions, such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives.

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.