Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position
But we can’t do it alone. To succeed we collaborate – with each other, with our partners, with governments, with patients.
This position is an initial 24-month fixed term full time position.
As an Associate Technical Support Specialist, you will serve as a support liaison between Roche and our customers. This role supports customers in both the United States, United Kingdom and Ireland.
The Opportunity
Answering overflow customer calls 24/7/365 from all business areas directly, often during critical customer times (ex. long hold times or when after-hours support is needed)
Coordinating internally for appropriate technical experts to contact customers.
Answering all after-hours, weekend, and holiday calls for the UK/Ireland Affiliate and coordinate internally for appropriate technical experts to contact customer.
Perform after-hours dispatching, engaging with field personnel nationwide.
Maintaining records in accordance with Roche Quality and FDA requirements.
Responsible for the overall success of the company through interactions that develop and promote loyal business relationships.
Who you are:
Behaviors, competencies, and qualities of the ideal Associate Technical Support Specialist
Proven ability to make quick and effective independent decisions
Strong organization and planning skills
Ability to handle multiple functions at one time
Efficient and effective oral and written communication skills
Intermediate computer skills including the ability to do some advanced functions within various software packages
Ability to develop expert product knowledge for areas of responsibility
The expected salary range for this position based on the primary location of Indianapolis, IN is 39,000.00 - 72,400.00 USD Annual. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.
Benefits
Are you ready to apply?
Relocation benefits are not available for this position.
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions, such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives.
Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.
If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.