Application Specialist

Roche (Indonesia) (Jakarta, Jakarta, Indonesia)

DKI Jakarta, Indonesia

Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare – a strategy that aims to fit the right treatment to each patient in the best way possible. Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management. Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. The company also aims to improve patient access to medical innovations by working with all relevant stakeholders. Thirty medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry ten years in a row by the Dow Jones Sustainability Indices (DJSI).

About this position

As the Application Specialist, you will carry-out the Application specialist service function of Laboratory Network by provision of instrument troubleshooting, instrument training, and other issues of instrument after sales services to the satisfaction of the existing RDI customer base and to RDI’s procedures and policies.

Responsibilities

• Service and support for Roche instrument and perform routine monitoring for quality performance. Update daily any obstacles found in the fields and perform escalation plan as required and follow up any cases within 24 hours and make sure the case closure.
• Responsible for instrument and reagent troubleshooting via phone as well as for customer visit with regards to reagent and assist in instrument installation as needed as instructed by GCS and other standard procedure.
• Manage effectively of daily task and job include of reagent task issue activities, pending task, scheduling training, application / assay software upgrade and perform routine visit based on customer priority.
• Prepare training material for Roche product related to the training needs to be deliver to Roche customer. Conduct operation and application training for new instrument placement as well as conduct refresh training to maintain customer in updated information.
• Maintain reliability of instrument performance through routine monitoring of quality control. And make sure the instrument has relevant assay problem history and traceable under Case Management System.
• Complete all paperwork required by the time requested e.g. territory reports, expense forms, etc. Actively seek out business opportunities for companywide products and services. Report regularly on market information and competitor activity. Keep customer records up to date, relevant and accurate. Prepare the monthly report by the 1st every month for management review.
• Ensure to handle customer complain and inquiry related with Roche product, and to conform by the SOP applied. Responsible in customer case handling, including troubleshooting and route cause analysis.

Requirements

• You should possess Bachelor Degree from a reputable University (local/overseas) majoring in Life Sciences/health analyst / biology/Medical or equivalent with minimum of 1 year of working’s experience in diagnostic industry.
• You should be able to communicate well in English as you will be managing overseas counterparts.