Product Support and Customer Care Specialist

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

 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. 

That’s what makes us Roche. 

Our Regional Customer Support Center (RCSC) is ensuring that Customer Support in the EMEA RCSC delivers the required service offering to both the local market and designated served countries. The colleagues working within the department are responsible for application, hardware and/or software systems.

The Opportunity

As a Product Support and Customer Care Specialist  you will report to the Technical Services Manager located in Warsaw and work with  an excellent Warsaw-based team. Your Administrative Line Manager will be the Head of Professional Technical Services (located in Budapest, Hungary) and you will be collaborating with his respective team as well. 

The position official name: Product Specialist

Your key result areas and accountabilities will cover the handling and management of customer and employee  inquiries and complaints via phone or in written form and the support of field-based technical support and sales personnel.

• You will support requests and queries received from customers by phone or digital channel that arise prior to and after system placement for IVD (in vitro diagnostics)

• You will help laboratory personnel on a daily and complex issues

• You will document the work in the CRM ( Customer Relationship Management

Who you are

•  We are seeking an individual with demonstrated experience (0,5-3 years) in customer service positions involving technical support

• Strong communication skills in English and Hungarian (written and spoken) is crucial. Additional languages are a plus, based on region/customer requirements.

• Customer and network oriented attitude  and analytical problem solving ability 

• Superb communication skills, proactivity and ownership, dedicated and accountable work ethic

• Anticipated business travel on a regular basis.

Please note that this is a CONTRACTOR/CONTINGENT POSITION, you will be employed by our 3rd party service provider.

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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.

Roche is an Equal Opportunity Employer.