Application Representative

Job DescriptionAPPLICATION REPRESENTATIVEPosition ScopeApplication Specialist in Central America and the CaribbeanReports toYenddry SolísCollaborate with (departments, areas, regions)Commercial, Customer Support, Legal, Compliance, Business Sustainability, Marketing and Business Development, Business Support, Finance and Services, Medical Affairs, People & Culture and communication departments, other as Latam Service chapters and Center of Excellence and distributors.Supervision providedNASupervision receivedReports directly to the Applications Manager (depending on the country/cluster). Works under moderated supervision, following the strategic guidelines of Global Customer Support and CA&C Customer Support , complies with Roche internal policies and guidelines. Performance evaluation based on the achievement of the yearly qualitative and quantitative goals, under the OKR´s conceptFunction objectiveTo provide application first level, onsite or remote support on expertise to all Roche installed instruments, maintaining the established alignment and standardization.Participate in project implementation through the active collaboration with Business Managers and Service Supervisors during project development, planning and execution.To provide support in the presales as it will be required from the knowledge as applications specialistResponsibilitiesTo provide application first level, onsite or remote support on expertise to all Roche installed instruments, maintaining the established alignment and standardization.Participate in project implementation through the active collaboration with Business Managers and Service Supervisors during project development, planning and execution.Provide Applications support in order to achieve successful project implementations aligned with the Global System Support Standards and the Customer Support Guidelines.Interacts with other support areas to guarantee successful projects executionProvides customer trainings and support new staff for initial platforms trainingsCRM documentation on timeEscalate unresolved problems/cases to 2nd level support (CEAC) and delivering all the required informationProvides support and guidance to other applications representativesResponsible for advising customers regarding quality control topics and instrument validation.Implements and leads application projects to improve customers experience and platform/products managementEnsure that free of charge items in your country/cluster are within the expected indicators, and that quality controls are carried out. Promote best practices for consumables managementActive participation in the affiliate's scope initiatives to ensure the achievement of the results set out in each of the topics addressed in themResponsible for its contribution in the different agile structures, always putting the customer at the center of the decisions.Provide presales support advising and working with the commercial team when the project will require it.RequirementsUniversity degree in Healthcare or Science areasExperience on providing service support to customers in the healthcare industryAvailability to travel regularly (locally or overseas)Availability to work after hoursCapacity to handle 20-liter containersCompetencesOriented to customer satisfactionExcellent interpersonal relationshipsTeam worker, high performance under pressure and basic supervisionCross functional working capacityStrong results oriented skillsAbility to build and maintain sustainable customer relationshipsProfessional, consistently open, honest, ethical and genuineFollow corporate guidelines and standard proceduresBe disciplined and accountabilitySense of urgencyAbility to know the need of internal and external customersOriented towards value creationOrganized, proactive, dynamic, with personal initiativeOpen communication with different levels of the organization and external customersProblem solving capabilities1