Applications Specialist - Manila/NCR

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come.

Creating a world where we all have more time with the people we love.

That’s what makes us Roche. 

Essential Duties and Responsibilities: include the following (other duties may be assigned)

• Provides internal staff (Sales, CS Engineer, distributor) training for the operation/principle of analyzers and general laboratory practices
• Conducts operator training for end users after installation of instruments
• Installs, configures & optimizes instruments including method verification & sample workflow.
• Complete the instrument implementation according to the plan.
• Provides go live support and ensure the customers are able to successfully and independently operate the Roche systems in their laboratory
• Provides education to the customer related to instrument operation and result interpretation including the performance of the instrument and impact on medical decision
• Coordinates customer evaluation of instruments & reagents and assists customers in the evaluation of products
• Handles the customer complaint, inquiry and troubleshooting of instruments & reagents and provide comprehensive problem resolution to the customer via phone or on-site, in line with customer expectations
• Visits the customer on a regular basis. Timely feedback on customer situation and report market information to ensure customer satisfaction and loyalty
• Implements, maintains and updates customer products including Service and Quality Notification promptly
• Provide new software/assay support including assay setup, refresher training, software and technical updates
• Ensures to update the CRM in a timely manner and accurately. Proficiently use tools such as Rexis, PIM, and RDK and improve the service skills by continuous learning.
• Escalates cases and communicates issues to GCS/CIR. Collaborate with Sales and Technical to provide the alternative solution in case of product quality issue
• Provides technical support for scientific and commercial events
• Applications will take turns in manning the call center (#ROCHE)

• Comprehensive understanding of related service SOP and strictly implement them

• Documentation of all service related activities as per Roche standards.
• Supports Phase In Phase Out plan of instruments

Additional Responsibilities:

• Attends/completes all required online and F2F trainings (Role specific, Safety Responsibility and Compliance) within specified time limit
• Identifies, collects and immediately reports all safety related information on Roche products to Local Safety Responsible as per Roche requirements and local regulations

Education and/or Experience:

• Licensed Bachelor Degree in Medical Technology
• Minimum two of (2) years of laboratory practice
• Multinational company experience is preferred
• Customer Service Applications experience will be added advantage
• Location: Manila/NCR

Language Skills:

• Proficient in both English and Filipino (written & spoken)

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.