Engineer for Global Complaint Resolution (m/w/d)
Posted on Oct 31, 2020 by ITech Consult
Engineer for Global Complaint Resolution (m/w/d)- PCR/support/GMP/English/German
For our client Roche Diagnostics in Rotkreuz we are looking for a highly motivated and qualified Engineer for Global Complaint Resolution (m/w/d)
Roche Diagnostics International Ltd in Rotkreuz is one of the world's leading providers of diagnostic system solutions for clinics, laboratories and doctors' offices. We are a culturally diverse team with years of professional experience within and outside Roche. Our focus is to support Roche local affiliates, support our customers. We accomplish our daily responsibilities with strong collaboration and a OneRoche mindset. Roche Molecular Diagnostics Case Investigation & Resolution (CIR) department performs global case resolution of 2nd level customer inquiries and complaints for testing in commercial and hospital labs. Our purpose is to deliver excellent customer service while maintaining high regulatory compliance. Our NAP & qPCR, Preanalytics Systems team supports automated sample preparation instruments such as the MagNA Pure product line, LightCyclers and high throughput preanalytical systems.
We are looking for an Engineer as a Contractor (temporary position) to join our team located in Rotkreuz. You will be responsible for technical product complaints escalated by the Roche regional service teams for the MagNA Pure and LightCycler Instruments. Currently a major part of our workload is to support instruments used for COVID-19 testing. Come be part of a team that is part of the global pandemic solution.
Tasks & Responsibilities:
* Full accountability for individual customer complaints, with fast response time
. Troubleshooting & problem solving methodology to resolve the customer complaints
. Communicate results to the case initiator and other relevant stakeholders in a proactive and timely manner
. Determine and provide workarounds and drive for resolution, as appropriate
. Collaborates with interfaces such as Production, Research & Development, Product Management, Investigation Teams and Customer Support Centers to contribute to issue resolution.
. Bachelor degree or similar (preferably in Engineering/Information Technology, Process Engineering or equivalent professional experience).
. Previous technical work experience supporting laboratory equipment, instruments (PCR equipment, test analyzers) or software.
. At least 3 years of experience in customer service and support
. Previous work experience in the diagnostic industry in either technical product support or equivalent experience with a focus on hardware engineering.
. Strong ability for problem solving.
. First experience with GMP is a plus.
. Excellent spoken and written English, additional languages is a plus.
. Communicate ideas easily and openly to varied audiences.
. Detailed-oriented working style and the ability to organize prioritize and delegate effectively.
Reference No.: 919789SGRRole: Engineer for Global Complaint Resolution
Industry: Pharma Location: Rotkreuz Workload: 100% Start: 01.12.2020 Duration: 12++
Should you find yourself suitable for this position then please send us your complete CV using the link in this advert.
ITech Consult is a certified ISO 9001:2015 Swiss company with offices also located in Germany and Ireland. ITech Consult is specialised in delivering IT candidates for contract work. We were founded in 1997 by IT professionals; hence we well understand what it means to be professionally supported in your search for a new project and being employed.