Customer Service Support

Job description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters. The PositionYou will join our Customer Support & Service Team in the Diagnostics Division and be part of the team providing technical expertise through product demonstrations, installation and maintenance of our medical diagnostics products. This is a field-based role, ideal candidates should be based in Astana. Travel expected: 70% (you will have some level of flexibility to arrange clients visits, however some products maintenance requires regular and forward planning) Please submit your CV in English. Key Areas of Responsibility Equipment Maintenance and Repair: Installation, uninstallation, planned maintenance, and rapid troubleshooting of Roche Diagnostics instruments and associated peripheral equipment. Technical Training and Consulting: Delivering basic technical training to clients, distributor personnel, and Roche staff, while providing technical advisory support. Spare Parts Management and Service Documentation: Controlling the turnover of defective components and instruments, maintaining the CRM system, and adhering to quality management and safety standards. Installation, Repair, and Maintenance: Perform installation, uninstallation, scheduled maintenance, and repairs on Roche Diagnostics equipment in line with established timelines. Software and Hardware Upgrades: Deploy software and hardware updates across instruments in the field. Maintenance Planning: Plan preventive maintenance schedules based on continuous tracking of customer equipment usage. Infrastructure Readiness: Assess and verify site infrastructure (electrical grid, water purification systems, room conditions) prior to installation to ensure full operational compatibility. Defective Parts and Instrument Management: Ensure prompt replacement of defective spare parts and manage the timely repair of faulty instruments. CRM and Reporting: Log real-time issue updates and service requests into the CRM system and generate accurate Service Reports immediately upon work completion. Quality Management and Project Participation: Participate in professional meetings, workshops, and company initiatives while adhering to and promoting Quality Management System standards. Safety Compliance: Identify and escalate potential health and safety hazards to management while maintaining strict compliance with Roche HSE guidelines. Who You Are Education: Preferred is a Bachelor’s degree or higher in Engineering or a relevant technical field Work Experience: Prior experience as a Service Engineer servicing complex medical or laboratory equipment is preferred Language Proficiency: Intermediate (B1) level English or higher to read complex technical manuals, participate in international training programs, and liaise with global manufacturing teams and the local language fluency Travel Requirements: High mobility and readiness for regular regional business trips and urgent on-site visits (70% of time) Technical Expertise & Diagnostics: Knowledge of mechanics, electronics, hydraulics, and software, combined with the ability to quickly isolate and resolve complex hardware and software faults Learning Agility: Capacity to rapidly master new product lines of complex diagnostic instruments and software Service & Project Management: Capability to manage personal workload, prioritize emergency call-outs, autonomously lead technical projects, and take on lead engineer functions Customer Focus & Communication: Strong interpersonal skills to maintain professional relationships with laboratory staff and clinic administrators during high-stress instrument downtime Attention to Detail & Discipline: Rigorous approach to handling financial documentation and maintaining accurate CRM service records Candidate Selection Process We review all applications and contact only the suitable candidates meeting the job requirements. Final candidates will be invited to a virtual interview with the Head of Customer Support & Service, Roche Diagnostics Kazakhstan. Who we areA healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact. Let’s build a healthier future, together. Roche is an Equal Opportunity Employer.