Customer Service Digital Solutions Specialist (Diagnostic IT Solutions)

F. Hoffmann-La Roche Gruppe; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

F. Hoffmann-La Roche Gruppe is seeking a Customer Service Digital Solutions Specialist to provide technical support for Roche IT solutions at customer sites. The role includes installation, maintenance, troubleshooting, and collaboration with sales teams to enhance laboratory services. Ideal candidates should possess experience in IT solutions, particularly in healthcare, with strong skills in communication and workflow consulting. This position offers a chance to contribute significantly to shaping the Diagnostics IT market in the Philippines.

Qualifications

• Experience in IT solutions, preferably in laboratory or healthcare industry.
• Strong understanding of HIS/LIS integration and IT product strategy.
• Excellent communication and consulting skills to present technical solutions.

Responsibilities

• Install, maintain, and troubleshoot Roche IT solutions at customer sites.
• Collaborate with Sales and Marketing to promote IT solutions and consulting support.
• Drive marketing strategies and ensure compliance with Roche's quality standards.

Skills

IT solutions

HIS/LIS integration

workflow consulting

communication skills

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 Position

Business Title: Customer Service Digital Solutions Specialist

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come.

Creating a world where we all have more time with the people we love.

That’s what makes us Roche.

The Opportunity

Join Roche as a Customer Service Digital Solutions Specialist where you will play a pivotal role in providing technical expertise and support for Roche IT solutions and Roche Instruments’ operating software at customer sites. This position focuses on ensuring smooth installation, maintenance, and troubleshooting while driving market strategies for Laboratory Business Improvement and Diagnostics IT solutions. You will have the opportunity to create added value for customers and contribute to shaping the Diagnostics IT market by staying ahead of industry trends.

Key Responsibilities:

• Install, maintain, and troubleshoot Roche IT solutions and software at customer sites, ensuring integration with Hospital/Laboratory Information Systems (HIS/LIS) via HL7 and ASTM standards.

• Collaborate with Sales, Service, and Marketing teams to promote Roche IT solutions, providing product positioning, customer value propositions, and consulting support on connectivity solutions, data security, and regulatory compliance.

• Offer workflow consulting services, including mapping and optimizing laboratory layouts and processes, leveraging tools such as turnaround time (TAT) simulations.

• Support sales efforts by delivering product presentations, demonstrations, and training to end-users, while ensuring staff are well-versed in IT product strategies.

• Drive the development of promotional concepts and marketing strategies in coordination with the Marketing Team to enhance the IT solutions portfolio.

• Proactively key in activities in the Customer Relationship Management (CRM) system, escalating and resolving customer issues in a timely manner.

• Ensure compliance with Roche’s quality standards, regulatory requirements, and local SOPs. Maintain PPE usage and observe safety protocols during maintenance and service activities.

Who You Are

• Experience in IT solutions, preferably within the laboratory or healthcare industry.

• Strong understanding of HIS/LIS integration, IT product strategy, and workflow consulting.

• Excellent communication and consulting skills to present technical solutions and address customer needs.

• Willing to work in Manila but will cover Visayas and Mindanao area

Be part of an innovative team and contribute to delivering total lab solutions that empower the future of diagnostics.

Who we are

A 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.