Customer Technical Support Specialist (Remote, fixed term)

This Customer Technical Support Specialist is responsible for providing direct and indirect customer technical support for GenMark products. Duties will range from providing phone support to customers and internal personnel; complaint handling including receiving, logging, investigating, resolution, tracking and trending; training customers and internal personnel; aiding in commercialization of new products and improving technical support procedures and tools.

• Provide technical expertise and support to Roche customers by telephone, email and remote access

• Provide technical assistance to sales, molecular application specialists and marketing as required

• Customer complaint handling including receiving, logging, investigating, resolving with customers and tracking/trending of complaints in compliance with the Quality System requirements

• Report tracking and trending of field product performance metrics for both system and assay data to enable continuous improvement

• Responsible for answering customer calls and trouble shoot issues after normal business hours and on weekends

• Participate in developing and implementing new product and technical support plans to ensure successful launch and customer support

• Ensure fact-based scientific, engineering and analytical best practices and principles are utilized to accomplish tasks

• Provide an open environment and promote teamwork across the organization

• Demonstrate and advocate the Cultural Beliefs

• Assist with special projects as requested and perform additional duties as required

Who you are:

• Associate’s degree (or equivalent military training)

Preferred Requirements:

• BS degree in Biochemistry, Microbiology, Molecular Biology, Analytical Chemistry or a related field; MS degree is a plus

• 1 to 2 years of experience

• Ability to gain knowledge of all Roche products within the business area

• Ability to utilize MS Office, SFDC, SAP, Acrobat, and other Roche supporting software

• Strong communications/listening skills with a corresponding ability to relay information succinctly and accurately

• Ability to positively negotiate with and defuse irate, dissatisfied customers and maintain their confidence and loyalty

For Colorado-based applicants, the expected salary range for this position is $57,000 - 73,500/year. Actual pay will be determined based on experience, qualifications, 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 listed below.

Benefits
Roche offers highly competitive benefit plans and programs, including:

• Medical, dental and vision insurance
• 401(k) and 401(k) matching
• Paid time off
• Roche Long Term Incentive Plan (available at certain position levels)

For New York-based applicants, the expected salary range for this position is $71,000-91,000/year. Actual pay will be determined based on experience, qualifications, 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 listed below.

Benefits

Roche offers highly competitive benefit plans and programs, including:

• Medical, dental and vision insurance
• 401(k) and 401(k) matching
• Paid time off
• Roche Long Term Incentive Plan (available at certain position levels)

Relocation benefits are not available for this posting.

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.

Unless entitled to a reasonable accommodation under applicable law, employees are required to be fully vaccinated against COVID-19 in accordance with customer requirements, the company’s health and safety obligations and/or applicable law or guidelines.

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 connection with the on-line application process, please email us at US.Accommodation@roche.com.