Customer Technical Support Specialist

10 hours ago


Zionsville, Indiana, United States Roche Holdings Inc. Full time
Job Title: Customer Technical Support Specialist

At Roche, we're committed to delivering exceptional customer support to our clients. As a Customer Technical Support Specialist, you'll play a vital role in ensuring our customers receive the best possible experience with our GenMark products.

Key Responsibilities:
  • Provide technical expertise and support to Roche customers via phone, email, and remote access.
  • Assist sales, molecular application specialists, and marketing teams as required.
  • Handle customer complaints, including receiving, logging, investigating, and resolving issues in compliance with our Quality System requirements.
  • Participate in developing and implementing new product and technical support plans to ensure successful launches and customer support.
  • Apply scientific, engineering, and analytical best practices to accomplish tasks.
  • Foster a collaborative environment and promote teamwork across the organization.
Requirements:
  • Bachelor of Science in Biochemistry, Microbiology, Molecular Biology, Analytical Chemistry, or a related field.
  • Master of Science degree in a related field is preferred.
  • 1-2 years of experience in a related field.
Preferred Qualifications:
  • Ability to gain knowledge of all Roche products within the business area.
  • Proficiency in MS Office, SFDC, SAP, Acrobat, and other Roche supporting software.
  • Strong communication and listening skills with the ability to relay information succinctly and accurately.
  • Ability to positively negotiate with and defuse irate customers while maintaining their confidence and loyalty.
What We Offer:

As a valued member of our team, you'll enjoy a competitive salary range of $46,500.00 - $86,300.00 USD Annual, based on experience, qualifications, and geographic location. You'll also be eligible for a discretionary annual bonus and comprehensive benefits package.

At Roche, we're committed to creating a diverse and inclusive work environment where every voice matters. If you're passionate about delivering exceptional customer support and have the skills and qualifications we're looking for, we encourage you to apply.



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