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 PositionA 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.The OpportunityRoche Diagnostics in South Africa is seeking a Field Application Support Specialist to join us in Limpopo.As a Field Application Support Specialist you will be responsible for Limpopo and Mpumalanga, and will provide relevant application specialist technical and scientific expertise to enable the provision of operational support to the relevant market / customers within the assigned geographical region.Key ChallengesTo evaluate the laboratory environment and installation requirements by engaging with project manager and developing installation plan / requirements list by deadlineTo prepare instruments by complying with instrumentation set-up requirements, preparing reagents and consumables and loading and preparing software as per the product line specifications according to standards and by deadlineTo validate system and its applications by conducting quality checks, testing functioning and resolving any issuesTo set-up system and application protocols by designing, loading and testing by deadlineTo provide handover support and training by conducting training by the deadline and providing onsite support as per the contract and for the agreed period of timeTo provide customer support and assistance by understanding customer issue, evaluating cause, providing solutions (telephonic and on site as relevant) and resolving within deadline / SLATo provide technical / application / product advice and guidance to sales by receiving request from sales, understanding customer specification, providing expertise and advice and making recommendations as requiredTo resolve/take accountability for cases by receiving case, contacting client, providing telephonic support (if possible) and coordinating resolution of case within SLA/deadlineTo provide technical support on site by coordinating appointment to resolve case with key contact at customer, organizing required reagents, consumables and quality control materials and providing support within deadline / SLATo coordinate resolution of escalated technical cases by identifying issues that require escalation, referring to appropriate escalation process, providing feedback to customers, internal sales and line manager, following up until resolved and closing case within customer expectationsTo follow-up with customers after cases are closed by contacting clients via telephone or email, verifying case is fully resolved, reopen/open cases if the issue is reoccurring and resolve within deadlineTo proactively provide technical support to customers by receiving adhoc customer support requests while on site, after hours etc., by receiving request for support from customer, logging case on system, providing technical support and closing case or distributing case correctly immediatelyTo maintain a customer centric approach with all customer engagements by aligning with the Roche values, maintaining professionalism, providing quality technical support and advice and delivering according to their expectations and SLA at all timesTo proactively resolve customer issues by conducting courtesy visits, identifying potential issues and resolving and taking preventative action at all timesTo provide customers with all case relevant documentation by completing case reporting, collating documentation and issuing (email/print and issue) to the customer within deadlineTo complete expense reporting by complying with the T&E policy and system requirements monthly and as requiredTo complete overtime reports by capturing overtime, signing and submitting by deadline monthlyTo maintain an up to date and accurate planning board and team planner by capturing daily and long term planned activities according to standards and by daily deadlineTo maintain technical compliance standards by completing e-learning modules or training and achieving required compliance standards as required and within deadlineWho You Are as an Ideal CandidateFormal Training and EducationYou have a NQF 7/8 in relevant field (Medical Science Degree, BTECH in Medical Sciences or a National Diploma in Medical Sciences or equivalent)You have 4 years’ experience in laboratory practices in Chemistry/Immunology or Haematology or Coagulation or Serology or Hospital point of carePractical laboratory experience of minimum 5 yearsExperience in molecular or research laboratory practicesExperience in immunohistochemistry (IHC) and in in-situ hybridization (ISH)Relevant laboratory experience of min 5 years.Knowledge, Skills and AbilitiesManagement ExperienceCustomer services and careRelationship managementTeamwork and collaborationAccountabilityAccuracy and attention to detailCommunication (verbal and written)Decision makingPlanning, organising and prioritisingProblem solvingSelf-management and maturityTravel RequirementsAbility to travel nationally and internationallyAbility to work overtime and shiftsWho we areA healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.Let’s build a healthier future, together.Roche is an Equal Opportunity Employer.
