Customer Service Digital Solutions Specialist (Diagnostic IT Solutions) - Visayas

F. Hoffmann-La Roche AG; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

Roche is seeking a Customer Service Digital Solutions Specialist to provide technical expertise and support for Roche IT solutions at customer sites. You will ensure smooth installation, maintenance, and troubleshooting while collaborating with sales and service teams.

The role requires at least 3 years in IVD IT, a IT degree, and fluency in English and Filipino. Willingness to relocate within the Visayas region and strong communication skills are essential.

Qualifications

• Bachelor's degree in Information Technology.
• Minimum 3 years' experience in IVD IT Specialist role.
• Proficient in English and Filipino (written & spoken).
• Willing to relocate anywhere in Visayas Region.

Responsibilities

• Install, maintain, and troubleshoot Roche IT solutions and software at customer sites.
• Collaborate with Sales, Service, and Marketing teams to promote Roche IT solutions.
• Offer workflow consulting, including mapping and optimizing laboratory layouts.
• Support sales efforts with presentations, demonstrations, and training to end-users.
• Drive development of promotional concepts and marketing strategies for IT solutions.
• Log activities in CRM and escalate/resolving customer issues promptly.
• Ensure compliance with Roche quality standards, regulatory requirements, and SOPs.
• Maintain PPE usage and observe safety protocols during maintenance and service activities.

Skills

Excellent communication skills

English & Filipino proficiency

Customer service mindset

IT troubleshooting

Education

Bachelor's Degree in Information Technology

Tools

Microsoft Office

Google Workspace

CRM software

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

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.

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

• Minimum of three (3) years’ experience in IVD IT Specialist role.
• Bachelor Degree in Information Technology
• Multinational company experience is preferred
• Proficient in both English and Filipino (written & spoken)
• Proficient in Personal Computer Skills, including Microsoft Office and Google Tools applications
• Effective Communication and Presentation Skills and Strong Interpersonal as well as Customer Handling Skills
• Creative Problem Solving and Time Management Skills and ability to work independently and as a team player
• Demonstrates Self-Initiative and Proactive Attitude and capable in Training and Knowledge Sharing
• Willing to relocate and be assigned anywhere in the Visayas Region.

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. We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all.