Technical Product Manager Primary Staining
Il y a 5 mois
The Position
Au sein du Leading Hub Pathology Customer Area du Centre Régional de Support Client (RCSC) situé à Meylan (France), le Technical Product Manager apporte le support nécessaire pour assurer les meilleurs résultats des solutions Roche et ainsi la satisfaction de nos clients.
Les missions confiées au TPM Primary Staining concernent nos solutions logicielles et matérielles sur la ligne de produits de Coloration Primaire faisant partie de la gamme Pathologie Lab.
La zone géographique couverte par le poste est la région EMEA-LATAM (Europe, Moyen-Orient, Afrique, Amérique Latine).
Vos principales responsabilités:
Délivre un support de second niveau au niveau régional au sein du Expert Support Network
Fournit régionalement un support de deuxième niveau rapide à distance aux collègues sur le terrain et aux équipes du réseau de support client au RCSC.
Effectue des visites d’expertise sur site lorsque nécessaire
Escalade lorsque nécessaire les problèmes complexes aux équipes Global Customer Support (GCS) ou Post Market Quality (PMQ) incluant toute anomalie critique potentielle ou de cause inconnue.
Agit en tant qu'interface régionale entre les équipes de support client, les équipes terrain et la Business Area (BA) pour fournir des solutions adaptées aux cas les plus complexes.
Si nécessaire, fournit une assistance directe aux clients via les lignes téléphoniques
Assure un haut niveau de formation technique
Fournit des sessions de formation aux employés Roche sur les produits dont il est responsable.
Contribue, à travers les communautés régionales de formateurs, au développement et à la mise à jour des contenus de formation en collaboration avec les équipes mondiales et le Learning Network régional.
Assure un haut niveau de satisfaction avec les sessions de formation dispensées
Effectue un monitoring des données de service, des objectifs de coûts de service et des modifications techniques
Surveille et communique les données de support de la gamme de produits de coloration primaire
Analyse la fréquence des pannes des systèmes installés, identifie les pièces qui causent le plus d'erreurs, la consommation de pièces détachées remplacées et tout autre indicateur clé de service.
Définit des plans d'action appropriés pour minimiser les coûts de service et améliorer la facilité d'entretien
Surveille l'évolution des rétrofits sur la gamme de produits pris en charge et leur mise en œuvre sur le terrain.
Participe aux lancements et améliorations de produits
Participe aux lancements de nouveaux produits ou à leur mise à jour avec les autres parties prenantes régionales et mondiales
Agit comme la voix de la région EMEA-LATAM pour piloter l'amélioration du produit
Aide les équipes commerciales internationales à hiérarchiser les améliorations techniques attendues ou les correctifs logiciels nécessaires.
Assure la transmission des connaissances et informations techniques
Assure un transfert de connaissances vers les équipes de support client pour une plus grande autonomie et expertise.
Contribue à la documentation globale -Roche Diagnostics Knowledge- pour partager l'expérience et les connaissances sur les nouveaux problèmes rencontrés et leurs résolutions
Participe localement aux informations techniques ponctuelles auprès des clients et à la gestion des réclamations officielles.
Agit comme ambassadeur technique local de sa gamme de produits auprès des équipes Sales & Marketing.
Qui vous êtes:
Baccalauréat avec niveau universitaire de deux ans ou plus en sciences ou en génie technique
2 à 3 ans d'expérience en service à la clientèle, idéalement dans un environnement médical ou scientifique.
Connaissances en électronique, fluidique, pneumatique (informatique et réseau serait un atout)
Expérience de l'application de la pensée analytique et des compétences en résolution de problèmes
Expérience de travail dans un environnement collaboratif où une mentalité de travail d'équipe est encouragée
Excellentes compétences en communication : capacité à communiquer efficacement dans un environnement multiculturel et avec un public diversifié.
Compétences démontrées en leadership et état d'esprit positif et créatif
Un anglais courant est requis pour ce poste (B2 CEFR)
Capacité à voyager
Chez Roche, nous travaillons avec intégrité, courage et passion pour fournir les meilleurs produits et services aux patients et aux professionnels de la santé.
Chez Roche, nous considérons que la diversité est source d'innovation. Nous sommes ouverts à tous les profils et nous nous engageons à créer un environnement de travail agréable et inclusif.
#LI-HR1
Within the Pathology Customer Area Leading Hub of the Regional Customer Support Center (RCSC) located in Meylan (France), the Technical Product Manager provides the necessary support to ensure the best results of our products and thus the high satisfaction of our customers.
The missions entrusted to the TPM will concern our software and hardware solutions on the Primary Staining product line, part of the Pathology Customer Area.
The geographical area covered is the EMEA-LATAM region (Europe, Middle East, Africa, Latin America).
Your main responsibilities:
Deliver 2nd level support at a regional level within the Expert Support Network
Provide regionally a fast remote 2nd level support to the field colleagues and to the Customer support Network teams at the RCSC.
Conduct onsite Expert support visits when needed
Escalate when necessary, issues to the Global Customer Support (GCS) or the Post Market Quality (PMQ) teams including all potentially critical anomaly or of unknown cause
Act as the regional interface between customer support teams, field teams, and the Business Area (BA) to provide solutions adapted to the most complex cases.
If necessary, provide direct support to customer through phone lines
Ensure a high level of technical training
Provide training sessions for Roche employees on the products she/he is responsible for.
Contribute, through the regional trainers communities, to training content development and updates in collaboration with the global teams and the Learning Network.
Ensure a high level of satisfaction with delivered training sessions
Monitor service data, Service Costs objectives and technical modifications
Monitor and communicate the support data of the Primary Staining product line
Analyze the frequency of system breakdowns, identify the most error causing parts, the consumption of replaced spare parts and any other key service indicators.
Define appropriate action plans to minimize service costs and to drive serviceability
Monitor the evolution of retrofits on the supported product line and their implementation in the field.
Participate to launches and product improvements
Participats to the launches of new products or their update together with the other regional and global stakeholders
Act as the voice of the EMEA-LATAM region to drive the product improvement
Help the international business teams to prioritize the expected technical improvement or software patches needed.
Ensure the transmission of technical knowledge and information
Ensure a knowledge transfer towards the Customer support teams for a greater autonomy and expertise.
Contribute to the global documentation -Roche Diagnostics Knowledge- to share the experience and knowledge on new encountered issues and their resolutions
Take part locally in the occasional technical information towards the customers and official complaints management.
Be the local technical ambassador of your product line for the Sales & Marketing teams.
Who you are:
Bachelor with Second-year university level or higher in Science or Technical Engineering
2 to 3 years of experience working in Customer service, ideally in a medical or scientific environment.
Knowledge in electronics, fluidics, pneumatics (IT & Network would be an asset)
Experience applying analytical thinking and problem-solving skills
Experience working in a collaborative environment and promoting a teamwork mentality
Excellent communication skills: ability to communicate effectively in a multicultural environment and with a diverse audience.
Demonstrated leadership skills and a positive and creative mindset
Fluent English is required for this position (B2 CEFR Level)
Ability to travel
At Roche, we work with integrity, courage and passion to provide the best products and services for patients and healthcare professionals.
Roche embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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