Data Excellence Specialist / CRM Technical Support Specialist

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

Data Excellence Specialist / CRM Technical Support Specialist will play a pivotal role in

ensuring the efficient operation of our CRM system for the Customer Support (Engineering and

Application) team in the Diagnostics division. While reporting to the Head or Service team, your

expertise will be instrumental in providing technical assistance to users, resolving issues,

optimizing system performance and keeping information about our equipment and spare parts

up to date.

Responsibilities:

● Update the CRM database to keep track of actual spare parts and equipment usage in

laboratories.

● Collaborate with teams to address technical issues and enhance system functionality.

● Assist in CRM configuration, customization, and integration tasks.

● Develop and maintain technical documentation for users.

● Conduct user training sessions on CRM functionality.

● Proactively monitor CRM system performance for optimization.

● Manage email inquiries and forward relevant complaints.

● Maintain installed base information and update service contracts.

● Coordinate preventive maintenance plans for company-owned instruments.

● Provide analytical insights and support for internal stakeholders across departments.

Requirements:

● Bachelor's degree in Technical / IT (Computer Science, or related) fields

● Proven experience working with CRM systems, such as Salesforce, Microsoft

Dynamics, or HubSpot is a plus.

● Strong technical skills, including proficiency with database management, SQL queries,

and data analysis.

● Excellent problem-solving abilities and attention to detail.

● Effective communication skills, with the ability to convey technical information to non-

technical users.

● Experience providing technical support or customer service in a fast-paced

environment.

● Ability to work independently and collaboratively in a team-oriented environment.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.