APAC Applied Science Application Support Consultant
发布日期:2009-9-3
工作地点: 上海
招聘人数: 2
联系人:人力资源部
电话:
EMAIL:
china.diagnostics@roche.com
(2 positions: 2 Korean native speakers.)
Job Summary :
Delivers high-level applications, technical & product support to external and internal customers for the RAS product portfolio. Provides assistance and service in troubleshooting reagents, instruments and software provided by Roche Applied Science. Develops troubleshooting schemes and creates internal communications documenting processes and procedures. Designs, develops and conducts introductory and advanced training programs to internal and external customers. Drives process improvements through involvement with in-house, field, and regional projects. Facilitates customers buying decisions and communicates sales leads.
Main Tasks & Responsibilities:
1.Technical customers support and service for the RAS product portfolio
• Retains and establishes customer loyalty by answering inquiries about the scientific characteristics of our products, and by providing advice/troubleshooting on improving applications results.
• Creates partnership with new and existing customers and delivers service satisfaction.
• Independently utilizes information and internal resources to aid in the resolution of customer technical issues.
• Synthesizes answers to inquiries based on research, literature and laboratory experimentation.
• Constantly maintains and increases call handling quality by utilizing knowledge and refining communication skills
2.Troubleshooting schemes and internal communications documenting processes and procedures
• Tracks, designs and documents technical solutions to maintain and increase technical knowledge of RAS products and applications.
• Comply to business requirements regarding the documentation of customers inquiries in order to achieve a satisfied data base
• Provides feedback on customers and open cases to colleagues in the countries
3.Product trainings to internal and external customers
• Plans and schedules RAS-intern product trainings and education on current applications to customers.
• Conducts these product trainings informative and didactically professional.
4.Driving process improvements
• Takes ownership and drives improvement of major technical support and training processes.
• Funnels market intelligence, quality improvement and process improvement and facilitates to management
• Participates and contributes in technical support and training, and sales and/or marketing projects
5.Contribute in increasing sales revenue
• Facilitates customers buying decisions through consultancy with profound application and market knowledge
• Suggests additional sales opportunities and leads to field service based on the nature of customer research
• Gathers information on new trends, new discoveries, competitive intelligence and develops application based argumentation to support development of sales and marketing strategies
• Acts as an additional information resource and facilitates knowledge to support the RAS product and marketing teams in meeting sales and marketing plans
Main Requirements:
1.Min MS degree in life science
2.3-5 years laboratory experience in research laboratory focusing on Molecular Biology or PhD on Molecular Biology with 1-2 years post doc work
3.Experiences in customer service/ support is highly desirable
4.Previous operation of Roche Applied Science instruments and reagents highly desirable
5. Strong technical knowledge and significant laboratory and scientific background in Molecular Biology
6.First author on a peer-reviewed publication in English
7.Profound knowledge of Life Science field ie. Roche Applied Science, good understanding of customers, applications and other needs, competitive products
8.Skills in development of training contents, workflows and processes, experience in presenting technical materials in written and verbal form
9.Excellent communication capabilities in complex , cross functional environment and externally
10.Results and impact oriented. Desire and ability to challenge the status quo and complacency.
11.Strong problem solving and troubleshooting skills
12.The ability to effectively work within a diverse environment, in a high stress-demanding environment and adapt to change upon needs.
13.Strong organizational skills
14.Computer and technical skills sufficient to operate Microsoft Office, CRM software, databases
15.Excellent communication skills in speaking and written media in Korean and Mandarin as native
For more details, please visit cuturl('http://careers.roche.com/china')
Email:
china.diagnostics@roche.com
Company Address:
12/F, Huaihai Plaza, No. 1045, Central Huaihai Road, Shanghai 200031, PRC