Application Support

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

Scientific Support

• Provide high level scientific support and operator training to customers on Roche Centralized and Point of Care Solutions products
• Handle and provide solutions on reagent and software problems due to customer complaints. When needed, documents of customers’ complaints or questions to be dispatched to 2nd level support or service
• Ensure follow-up until issue has been resolved
• Provide emergency after-hours scientific and troubleshooting support
• Provide scientific documentation to customers
  
  

• Participate in operator trainings and seminars and workshops (to enhance knowledge of instruments, Reagents & products and continuous improvement of support level)
• Maintain and update product knowledge
  
  

• Ensure immediate and appropriate documentation of customer communication in the CRM system in order to keep the local customer database up to date
• Comply with the Corporate Complaint Management Process
• Participate in meetings with other teams (Technical Support, Sales & Marketing)
  
  

• Ensure customer satisfaction and long term customer loyalty by building trust & good relations
• Support and assist to identify business opportunities in the market
  
  

• B.S. Medical Laboratory Sciences, Histopathology, Biology, Chemistry or Biochemistry or work related experience
• Fluent in Hebrew and English, (oral and written)
• Technical vocabulary & terminology
• Advanced computer skills (Windows and Microsoft Office)
• Good knowledge and experience in histopathology dept. (Stains & techniques)