Service Support Specialist

The Position

The Opportunity:

If "Doing now what patients need next" is your purpose in life, we have good news for you. It's also our purpose and we are currently hiring!

Roche is ranked among the world's foremost corporations providing innovative healthcare solutions, continuously investing in medical research and development.

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.

Responsibilities

• Coordinate and support installations
• Coordinate with sales, logistics, distributor, customer and service team to fix the installation related issues, following the site preparation and the pending installation, making sure the installation completed successfully, improving the workflows of installation
• Responsible for preventive maintenance scheduling and quality reporting. Monitoring the case creating and assignment to improve the accuracy of the system and the quality of service. Timely feedback and seek solutions for system issues
• Risk prevention: Responsible for modification management and process monitoring, ensuring the modification work is completed on time according to the plan and service manual; reducing the risk of instrument use; completing and follow-up the system setting
• Independently complete the SOP preparation and review; supporting initiating & implementing maintenance system; monitoring and giving feedback of the process and quality of instrument installation/modification
• Responsible for the implementation of strategic project; keeping communication with related departments to solve problems in the project implementation process; improving the achievement;
• Responsible for the implementation and management of customer graded projects and the improvement of project implementation
  
  

• At least 3~5 years related experience in customer service
• Customer Orientation & Relationship Management, be able to work under stress and independently with minimal supervision
• Excellent written and verbal communication skills
• Demonstrated ability to handle multiple priorities
• Proficient computer skills including good typing skills
• Fluent in Hebrew and English