Role Purpose

As the Customer Support Partner (Engineer), you will perform instrument troubleshooting, installation, preventive maintenance, and other after‑sales support to ensure customer satisfaction while following Roche procedures and policies.

Responsibilities

• Maintain and support customer sites with troubleshooting, corrective and preventive maintenance, hardware and software modifications.
• Provide service training and conduct workshops for customers and peers.
• Handle troubleshooting, carry out root cause analysis, and liaise with GCS for technical issues.
• Document all customer touchpoints in the CRM system promptly and accurately.
• Monitor spare part usage and write off parts via the CRM system.
• Collaborate with Regulatory and Product teams to inform customers of safety/quality updates and technical notifications.
• Cooperate with cross‑functional teams to solve customer problems effectively. ...