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.

The Position

The Customer Planning & Reporting Specialist supports the Roche Diagnostics service field team with various activities including creating and monitoring of cases and reports, produce the Service dashboard containing main department KPI’s, and ensures interface between call center, customers and Service field team. You prepare Service offers and maintenances plans, perform reconciliation between CRM and billing systems, and support customer experience initiatives on deployment and monitoring the customer surveys.

Your Responsibilities

• Dispatching / creating cases for proactive activities of the field team

• Monitoring spare parts orders

• Starts the replacement process for third parties accessories like UPS, water station, etc

• Monitor and adjust the Service spare parts stocks (trunk and warehouse)

• Support for / checking / correcting Field Service Reports

• Train new colleagues on CRM system

• Offers support for requested documentation for Finance & Commercial departments

• Produce customer offers for spare parts and service activities

• Maintain the relationship with third parties suppliers for dispatching cases and installation projects as well as invoice monitoring

• Deployment and monitoring the event-based surveys

• Extract recurrent reports and propose actions to drive KPI’s in defined targets.

• Define process for critical issues received via surveys and follow up on actions taken

Who You Are

• You hold a University degree and built work experience in a similar/related Customer Support role

• You have advanced MS office applications including Excel (pivot table, V-looks, formulas) and PowerPoint. Previous experience with CRM systems (e.g. Salesforce) and SAP are preferred but not required

• You are well organized, are able to prioritize work, and have advanced analytical skill

• You have advanced interpersonal skills, able to work independently or in a team, and are able to collaborate well with all levels

• You are a self-starter, with a positive and client-oriented attitude, able to cope with change and to prioritize multiple tasks to ensure timely and high-quality accomplishment

• You master Romanian, German and English languages both spoken and in writing

Important note

The selected candidate will be offered a 24 months outsourced contract. Depending on business performance, there is strong possibility to convert it into an indefinite contract.

Who we are

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.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.