Position based at headquarters in Meylan or Vilvoorde.
From the French hub of the Regional Customer Support Center (RCSC) based in Meylan or in our partner Hub at Vilvoorde (Belgium), the IT Expert provides Roche Diagnostics customers and employees with the assistance, support and training required in order to guarantee the optimal functioning of Roche systems and thus the level of customer satisfaction.
Your main responsibilities and missions will consist of:
Provide telephone support in French for customers (France and French-speaking parts of Belgium and Switzerland) on Roche Diagnostics systems, and in English for second-level support for employees from countries in the EMEA-LATAM area.
-Receives and processes all requests via telephone, email, teleservice, from understanding the need to initiating appropriate corrective actions, including initiating interventions in the field.
-Prioritizes requests according to the defined service policy. Actively seeks customer satisfaction by providing appropriate and rapid responses.
-Documents precisely in the CRM software the symptoms described / observed and the actions taken.
-Escalating, if necessary, the problems dealt with to the level n + 1 support team or to Global Customer Service.
-Intervenes on site when the teleservice solutions do not allow the final resolution of the problem or for proactive visits for implementations of new IT solutions or migration, updates.
Contribute to information sharing and optimization of practices
-Communicate with colleagues in the field on a client's problem or complex requests.
- Continuously feeds the knowledge base and actively participates in communities and forums of Regional and Global Experts.
-Contributes to the launches of new products and / or to modifications, migrations, updates of existing products.
-Deliver technical training to colleagues and Roche employees in his/her area of expertise.
Ensure the progression of your own skills
-Update knowledge regularly by reading internal notes, emails and forums.
-Identify the actions allowing to increase its autonomy.
-Supports complex problems in active collaboration with colleagues Application, Technical, IT and TPM IT specialists.
Initial training and experience required:
-Bachelor’s degree (minimum), in the fields of IT and network technologies.
-A minimum of 3 years of professional experience in the field of IT infrastructure support and medical laboratory networks.
-An experience in customer support would be a plus.
-Knowledge of laboratory information management systems (SIL / SGL) and language HL7 (Health Level 7).
-Fluent French and English.
-Know how to identify a problem, develop possible solutions, select and implement the appropriate solution in order to provide support and customer satisfaction.
-Ability to communicate by phone, ability to manage difficult situations in order to meet customer expectations and thus increase their satisfaction.
-Dynamism, autonomy and proactivity required for this position.
Roche is an equal opportunity employer.
Roche is an equal opportunity employer.Customer Support, Customer Support > Technical & Application Support