Engineer (80%) - Global Complaint Resolution

Job description

·  Job facts

The Position

The Case Investigation & Resolution (CIR) department for cobas® 6800/8800 Systems performs global case resolution of 2nd level customer complaints to achieve optimal levels of customer satisfaction and regulatory compliance.
The cobas® 6800/8800 Systems are high throughput and fully automated analyzers within the Roche Molecular Diagnostics portfolio based on the real time polymerase-catalyzed chain reaction (PCR).

We are looking for an Engineer with 80% Full Time Equivalent to join our team located in Rotkreuz. You will be responsible for effective & efficient resolution of technical product complaints escalated by the Roche regional service teams, and initiate product performance improvements.

In this exciting position in an international environment, you will be covering the following key responsibilities:

·  Full accountability for the timely management and resolution of individual customer complaints
·  Collaborate with regional service teams to ensure sufficient data is available, if necessary collect information through direct customer visits
·  Assess and investigate risk and impact of the product deficiency
·  Collaborate with investigation teams to ensure a fast & efficient root cause analysis
·  Determine and provide workarounds and drive for resolution of the issue, as appropriate
·  Communicate results to the relevant stakeholders in a proactive and timely manner
·  Collaborate with various interfaces (regional service teams, business representatives, quality departments, R&D, Manufacturing)
·  On demand, support other products and participate in action teams or projects with other departments

Who we are

Roche Diagnostics International Ltd in Rotkreuz is one of the world's leading providers of diagnostic system solutions for clinics, laboratories and doctors' offices. The company employs over 2200 people in Rotkreuz and is one of Roche Diagnostics' main sites. Read more .

Roche is an equal opportunity employer.

Desired profile

Who you are

You're someone who wants to influence your own development. You're looking for a company where you have the opportunity to pursue your interests across functions and geographies.
Where a job title is not considered the final definition of who you are, but the starting point.

The successful candidate brings the following:

·  Academic degree in Engineering ( IT, Biomedical, Electronics, Electrical, Mechanical, Biotechnology, Process Engineering, etc) or equivalent technical professional experience
·  High technical orientation and hands-on experience
·  Ability to learn new & complex systems and technologies quickly; troubleshooting & problem solving mindset
·  Strong customer service orientation and ability to handle multiple complaints in parallel
·  High sense of urgency to drive cases to a timely resolution and closure
·  Open to travel occasionally for on-site evaluations/investigations
·  Positive attitude, good sense of humor and ability to work independently as well as in team
·  Excellent communication, interpersonal skills and business acumen
·  Fluent in English, both written and verbal – additional languages are a plus
·  Work experience in the area of medical technology in either 1st or 2nd level product support, or Medical Device R&D, or Instrument manufacturing related functions is a plus

·