Customer Support Partner

At Roche you can show up as yourself, embraced for the unique qualities you bring.

Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally.

This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come.

Join Roche, where every voice matters.

The Position

Customer Support Partner

Roche Diagnostics is a division of Roche.

As a science-driven company, we are constantly looking for talent to drive the next wave of healthcare breakthroughs.

A key reason why many prospective employees join Roche and choose to stay with us is the calibre of the people who work here.

From award-winning scientists with pioneering inventions to top experts and professionals in various fields of study, we attract and retain some of the world’s most talented people.  In our daily work, we’re committed to finding better ways to prevent, diagnose, and monitor disease.

The Customer Support Partner is to enable the best customer experience and supply an optimal process- and resource planning and operational excellence for delivering technical service & support.

The opportunity: 


* Own the end-to-end service lifecycle, ensuring seamless coordination from initial request through to resolution.


* Develop and execute optimal resource and process planning for all service and support activities, including scheduling Customer Care and Field Service Engineers.


* Oversee logistical support for the installation, delivery, placement, and disposal of Roche instruments, and manage technical measuring equipment inventory and calibration.


* Act as the primary dispatcher for the local Dispatch Hotline, guaranteeing rapid and accurate routing of customer inquiries and technical issues.


* Collaborate closely with the Customer Support Center and internal Business Partners on service delivery, performance management, and system readiness initiatives.


* Drive continuous improvement by accurately logging information in existing Service CRM and Field Service Solutions and championing new tools to optimize processes and elevate the customer experience.


* Efficiently handle claims, manage 3rd party complaints, prepare service quotations, and maintain comprehensive service documentation and archiving.

Who you are:


* Education: University degree.


* Proven ability in planning and organizing, information processing, and effective self-management to handle multiple, complex priorities.


* High stress resistance and strong skills in decisiveness, solving problems, and effective handling conflicts under pressure.


* Demonstrated Customer Centric focus, excellent active listening and communication skills, and the ability to work as a strong team player.


* Practical knowledge of logistics and technical service-related pro...