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
As a Technical Service Specialist, you will contribute to Roche’s mission by providing exceptional technical support for a range of molecular diagnostic instruments. Reporting to the Technical Support Manager in Ahmedabad, you will serve as a vital member of the team, responsible for ensuring customer satisfaction across the western region. Your role will involve technical troubleshooting, installations, preventive maintenance, and comprehensive after-sales support. Your commitment to excellence will help uphold Roche’s standards and contribute to improving global healthcare outcomes.
Key Responsibilities
- Perform preventive maintenance, hardware installations, and software modifications in a timely and efficient manner.
- Provide remote support via Roche Remote Solution and on-site assistance as needed.
- Technical troubleshooting to the hardware issues and act prompt to rectify the problem.
- Deliver training to customers and colleagues to ensure optimal instrument performance.
- Conduct root cause analysis and collaborate with Roche Global partners to resolve complex technical issues.
- Accurately document customer interactions and updates in the CRM system.
- Manage spare parts inventory and ensure it is reflected accurately in the CRM system.
- Work with Regulatory and Product teams to update customers on safety, quality issues, and technical developments.
Who You Are:
- A degree in Biomedical, Electronic, or Mechanical Engineering; IT experience is an advantage.
- A minimum of 7 years of experience working with diagnostic instruments or equipment in the healthcare industry.
- Expertise in electronics, electromechanical systems, and IT, with strong troubleshooting, analytical, and manual-reading skills.
- Organized, detail-oriented, and results-driven, with the ability to prioritize and manage tasks effectively, especially in high-pressure situations.
- Willing to travel frequently, both locally and across the western region.
- Strong analytical, problem-solving, and decision-making abilities.
- Basic knowledge of IT & Networking.
- Excellent customer service skills, with strong verbal and written communication abilities in English.
- Effective planning, organizational, and time management skills.
Joining Roche means:
- Impact: Your work directly contributes to advancing healthcare globally, making a difference in the lives of millions.
- Innovation: We encourage curiosity and push the boundaries of what's possible, driving continuous improvement and breakthrough solutions.
- Culture: We foster a diverse and inclusive workplace where every voice is valued, creating a collaborative environment that sparks creativity and excellence.
- Development: With extensive learning and development opportunities, including mentorship programs and career advancement paths, Roche invests in your growth and success.
Who we are
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.
For more than 60 years, Roche has been committed to making a difference to the lives of people in India. Roche Diagnostics India is the market leader in In-Vitro-Diagnostics, providing diagnostic testing for early detection, evaluation and monitoring of disease. On the product side, the organisation provides a wide range of diagnostic products for customers around distinct disease areas namely diabetes, virology, blood screening, women's health, microbiology, oncology and genomics.
Roche is an Equal Opportunity Employer.
