Technical Service Supervisor / Field Support Manager
Collaborates with (departments, areas, regions)
Customer Support Department, Business Manager or Coordinators, controlling, Field Service LIS and Field for Sales & Applications areas, Distributors.
Works under moderated supervision, following the strategic guidelines of Global Systems Support and Roche internal policies and guidelines.
Reports directly to the Technical Service Lead / Field Support Manager. Performance evaluation based on the achievement of the quarterly goals under KPIs concept and yearly goals.
To provide Technical Services support to all installed instrument for local roche Diagnostics customers (country or cluster) in accordance to the guidelines set by the customer support Department & Roche Global system Support.
Installation services to all of Roche platform.
Participation on local an regional project implementation of roche instrument, providing Technical support and local assistance.
Preventive maintenance completion according to established maintenance schedules for the all roche installed platforms.
Customer s complaints or requests attention regarding Technical Service issues.
Seek 2 lever support for unresolved problems / cases by dispatching cases to the next level support according the escalation processes.
Mandatory modification completion.
Rexis documentation on time all cases under his / her responsibility.
Maintain the physical and Rexis install base under control (installed and de installed instruments)
good practices for spare part handling including returnable parts for repair.
Timely completion if his / her administrative tasks (e-learnings, workflow, instrument placement, reporting)
active participation in Technical Service Training
University degree in Technical or Biomedical Engineering or Electro Mechanics Title.
Fluent in Spanish and good English reading and comprehension.
Solid knowledge and skills, using windows, office programs or different software programs.
Basic IT skills.
Owns a vehicle
Availability to travel regularly (locally or overseas)
Availability to work after hours.
Individual characteristics :
To be able to work multidisciplinary team of coworkers.
High performance under pressure and minimum supervision.
Organized, proactive, dynamic, with personal initiatives.
Open communication with different levels of the organization and external customers.
Problem solving capabilities.
Sense of Urgency & Oriented to customer satisfaction.
Demonstrate integrity, courage and passion in every activity performed
Aligned with business strategies according to sales and business manager or business coordinator.
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.