Senior Remote Specialist

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

Senior Remote Specialist

Roche India - Diagnostics

Chennai

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. Creating a world where we all have more time with the people we love.

That’s what makes us Roche.

Your Opportunity

1. Customer Complaint Management

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

2. 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 satisfaction

3. Support to customers via Thingworx/e-lab Performance/Advanced Service Analytics

Assist the customers through digital tools like Thingworx, e-lab Performance  & Advanced Service Analytics, so that their query or complaint is answered efficiently thereby helping them improve their TAT

4. Reporting/MIS

Maintain and monitor the Customer Centre reports via Business Intelligence Marketing tools

5. PRI/PSI Assessment & Follow-up

Assess every call that lands to the customer support for PRI/PSI, escalate the issue to the LSO and Global Team by creating a CN case and follow up on the same with FSE/FAS/Global team

6. Follow-up on Aurora cases

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

7. Monitoring & Closure of complaint cases raised by the Customer Support Centre

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

8. Contribution 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

• You hold a bachelor's degree (Biochemistry/Microbiology/Biotechnology) and 3+ years of experience.  Preferably, you have a Master's degree

• Should be able to speak and understand languages English, Hindi and other regional language would be an added advantage

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.