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- Conduct technical service training at the APAC Roche Experience Center, adhering to the Global Customer Support (GCS) training concept and standards for specific products or product lines. This includes implementing approved training content and methodology, covering theory, practice, overall training goals, sub-goals, training delivery, service support, best practices, and documentation according to GCS training guidelines.
- Provide on-site support to affiliate countries, encompassing tasks such as first installation, troubleshooting and repair, local training, and technical coaching of Field Service Engineers (FSE).
- Offer support through various channels, including phone, digital communication, remote troubleshooting, and technical assistance to affiliate countries.
- Lead the expert pool of service engineers from the countries and collaborate with the global team to address product issues and enhance current products related to hardware and software.
- Collaborate closely with the product/marketing team.
- Maintain instruments and oversee the upkeep of the APAC Roche Experience Center, including managing related spare parts inventory.
- Hold a degree in Electronics/Electrical/Biomedical Engineering with a minimum of five years of relevant experience in LCMS (liquid chromatography mass spectrometry) instruments/equipment within the healthcare industry.
- Possess a strong understanding of IT, including networking, servers, firewalls, and interfaces.
- Demonstrate excellent communication and presentation skills, with the ability to convey complex technical topics clearly and effectively to non-technical users.
- Exhibit strong customer service skills.
- Display high analytical thinking in problem-solving.
- Have the ability to work both independently and as a team player.
- Proficiency in English is a must; knowledge of other Asian languages is an advantage.
- Good knowledge of LCMS instruments/products in a hospital/laboratory environment.
- Experience in installing, configuring, and troubleshooting LCMS instruments/products in healthcare industries.
Regional Operations Manager - Singapur, Singapore - Roche
Description
The Position
Job Summary:
Reporting to the team manager, the incumbent is responsible for providing support to the APAC affiliates for Roche instruments, specifically focusing on Training/Installation and Troubleshooting of Serum Work Area Mass Spectrometry (LCMS).
Duties & Responsibilities:
Position Requirements:
Desired Skills: