Technical Solutions Specialist

2 weeks ago

Beijing, Beijing, China Roche Full time

The Position

We are seeking a highly skilled Technical Solutions Expert to join our team at Roche. In this role, you will be responsible for providing second-level technical support, application technical management, and monitoring, as well as assisting national projects.

Your Key Responsibilities:

  • Provide second-level technical support, solve main troubleshooting cases, and ensure timely resolution of technical issues.
  • Organize application teams to conduct workshops, share experiences, and enhance team service capabilities.
  • Solve application/product problems promptly and completely, ensuring high-quality solutions for customers.
  • Develop and maintain product and customer technical documentation, including process development and management.
  • Establish standardized workflows and strategies for customer training and visiting, ensuring effective communication and service delivery.
  • Manage product usage training files, updates, and related services, as well as customer notices and alerts.
  • Collaborate with global teams to exchange technical information, deliver summaries, and ensure timely communication.
  • Execute SOPs and company strategies, coordinate with sales and marketing departments, and provide second-level support for product evaluations.
  • Assist application specialists in supporting customers with test result interpretations.

Basic Requirements:

Candidates should hold a bachelor's degree or above in Molecular Biology, Medical Laboratory, Medical Pathology, Life Science, or equivalent professional qualifications. Strong presentation, analytic, and training skills are essential.

Essential Skills and Experience:

  • At least five years of experience working in a multinational company, with related work experience in sales and application support.
  • Excellent planning and organizing skills, with the ability to prioritize tasks and manage multiple projects.
  • Strong customer orientation and relationship management skills, with the ability to build and maintain effective relationships.
  • Product and application expertise, with the ability to communicate complex technical information effectively.
  • Internal cooperation and coordination skills, with the ability to work collaboratively with cross-functional teams.

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