Ensures that all administration is completed in a timely and accurate manner, and guarantee the activity reporting at the CRM (Clarify) software and appropriate escalation of product issues to management center, and ensure that all administration is completed in a timely and accurate manner.
Provides a high quality application support response which is consistent and in line with the changing requirements of the customer and the business areas.
Delivers best in class support utilizing appropriate systems and processes and providing a consistent and high level of support to customers.
Continues development of application skills to ensure resilience in the support of all products.
Ensures coverage across the required core and out of hours, in line with agreements with customers.
Proposes proactively and implement activities aligned with customer satisfaction surveys and on-going customer and business area feedback.
Performs instrument training, configuration, and instrument commissioning for new installations.
Ensures that all administration is completed in a timely and accurate manner, and guarantee the activity reporting at the CRM (Rexis) software and appropriate escalation of product issues to management center, and ensure that all administration is completed in a timely and accurate manner.
Flexible working hours, due to shifts on the Call Center.
You are expected to adhere through your conduct to all applicable laws and regulations as well as to the high integrity standards as set forth by Roche.
Who you are
You hold a BSc degree in life sciences, laboratory, biochemical or equivalent is required
You have at least 5 years of practical Application experience with Roche Centralized & Point of Care Solutions (CPS) which include among others Cobas 8000, 6000, 4000 series.
Additionally, experience with Coagulation Application solutions are preferred
You have hands-on knowledge both practical and theoretical on coagulation.
You have strong trouble shooting and problem solving skills
You have experience with current Good Laboratory Practice (GLP) and accreditation requirements
You have strong interpersonal interaction and customer relations skills both internally and externally
You are able to achieve goals and meet timelines, with moderate supervision and direction
You fluently speak Arabic and English
You have strong communication skills both spoken and written
You are able to work independently and as part of the team
You are willing to travel whenever needed through the Middle East region
Who we are At Roche, 94,000 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.
Roche is an equal opportunity employer.
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