Within the French hub of the Regional Customer Support Center based in Meylan, the RCSC Technical Specialist provides customers and Roche Diagnostics employees with the assistance and support requested 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:
Providing telephone support to customers (France, Belgium, French-speaking Switzerland) on Roche Diagnostics systems and second-level support to employees in the countries concerned and in the Export Division· Receives and processes all requests (phone, email), from understanding the need to triggering appropriate corrective actions, including triggering interventions in the field.· Prioritize requests according to the defined service policy.· Actively seeks customer satisfaction by providing clear, precise and rapid answers.· Documents precisely in the CRM software the symptoms described / observed and the actions carried out.· Escalation, if necessary, of the problems dealt with to the level n + 1 support team.
Contribute to the sharing of information and the optimization of practices· Communicates with his colleagues in the field on a client's situation in the event of a problem or a complex request.· Regularly feeds the OneNote knowledge base.· Contributes to new product launches and / or modifications to existing products.
Ensure the progression of their own skills· Regularly update their knowledge by reading internal notes, emails and forums.· Identifies actions to increase their autonomy.· Takes charge of complex problems in active collaboration with his referent colleagues.
For more information about: network support specialist