Key Challenges

Technical Support

• In this role, you will be responsible for resolving cases by actively engaging with clients and providing telephonic support whenever possible. You will coordinate the resolution of cases within the agreed Service Level Agreement (SLA) or deadline. Additionally, you will offer technical support on-site by scheduling appointments with key contacts at the customer’s location, arranging the necessary parts and equipment, and ensuring timely support within the specified deadline/SLA.
• Furthermore, you will be involved in handling escalated technical cases by identifying issues that require further escalation, following the appropriate escalation processes, and providing feedback to customers, internal sales, and your line manager. You will diligently follow up on these cases until they are fully resolved, ensuring that customer expectations are met and closing the cases accordingly.
• After cases are closed, you will continue to engage with customers by conducting follow-up communication through telephone or email. During this process, you will verify that the case has been fully resolved and address any recurring issues promptly, reopening or opening new cases if necessary, and resolving them within the specified deadline.
• Lastly, you will also proactively provide technical support to customers by addressing adhoc support requests received while on-site or during after-hours. This will involve promptly logging the case into the system, providing the necessary technical support, and ensuring that the case is either closed or distributed correctly without delay.
• Overall, this role requires a proactive and customer-focused approach to ensure timely case resolution, effective coordination, and efficient communication to deliver high-quality technical support to our valued customers.

Modifications

• You will conduct modifications by upskilling yourself on technical requirements, contacting customers to schedule modifications and conducting these as per specifications and standards and within deadline.  You will manage modification projects and provide technical guidance on these by engaging with internal stakeholders.
• Installations & De-Installations
• The role involves leading installation and de-installation projects by working closely with the Project Manager. This includes understanding the installation requirements and specifications, conducting site inspections, and developing an installation plan within the given timeline. You will be responsible for preparing equipment and parts and installing systems according to specifications, installation manuals, and industry standards. It is important to complete the installation or de-installation within the set deadline and as per the agreed plan.

Customer Service Support

• Maintain a customer centric approach with all customer engagements by aligning with Roche’s values,  maintaining professionalism, providing quality technical support and advice and delivering according to their expectations and SLA at all times.
• Proactively resolve customer issues by conducting courtesy visits, identifying potential issues and resolving and taking preventative action at all times.

Administration

• Amongst others, responsibilities include providing customers with necessary documentation within deadlines, managing stock levels, resolving discrepancies, completing expense and overtime reports, maintaining planning board and compliance standards, and ensuring proper tool maintenance.

Who you Are as our ideal candidate:

• You hold a completed National Diploma in Electrical Engineering or Mechanical Engineering or Biomedical Technology or equivalent (NQF Level 6).
• You have at least 2-3 years technical support services experience in the medical diagnostic industry, specifically IVD industry experience is preferred. You ideally have experience with Chemistry and Hematology instruments.
• You are in possession of a valid drivers license and have a valid passport (within 3 months of employment).