Service Administrator at Roche

​​​​​​​The Position

• The successful applicant will be required to assist in the clean-up, maintenance and management of spare parts, service activities, customers and instrument data. 
• There will be emphasis on maintaining asset databases and generating actionable reports from time to time. 
• A candidate with experience in the Diagnostics industry would have a distinct advantage.

Key Responsibilities

Instrument Life Cycle Management:

• Track and record the location and status of instruments and assets at all times
• Maintain an up-to-date record of post-sale movements of instruments including warehousing, installation, de-installation, transfers, re-installation and end-of-life management
• Provide periodic report on all aspects of the install base, including installation and de-installations, repairs, preventative maintenance, etc.

Service Team Accountability:

• Collaborate with relevant service team members, including external business partners, to ensure that up-to-date information about instruments and service activities are captured correctly and on time.
• Provide data-driven insights and prompts to in-field colleagues on trends and action points to promote timely and responsive customer service.

Information & Data Management:

• Record new instruments and customers information into the CRM, ensuring that such data are accurate and reliable.
• Update existing instrument database to reflect current realities of the install base.
• Update customer data including correct location address and contact details and ensuring correct linking of instruments to customers.

SHE & Compliance:

• Comply with SHE rules, standards, regulations set out by Group SHE as well as local affiliates.
• Participate and complete all assigned SHE training.
• Maintain confidentiality at all times regarding instrument and customer information.

Qualifications & Experience

• BSc/HND in relevant discipline
• At least 2 years high level administrative or experience in a similar global corporate company.
• Two years of experience in SAP/CRM especially Salesforce would be advantageous.
• Experience providing back office support to in-field colleagues will be a distinct advantage.

Skills & Abilities:

• Resource management
• Customer services and care
• Accuracy and attention to detail
• Great collaborative skills and agility
• Communication (verbal and written)
• Planning, organising and prioritising
• Self-management and maturity
• Situational responsiveness