Customer Support Partner

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 PositionCustomer Support PartnerRoche Diagnostics is a division of Roche. As a science-driven company, we are constantly looking for talent to drive the next wave of healthcare breakthroughs. A key reason why many prospective employees join Roche and choose to stay with us is the calibre of the people who work here. From award-winning scientists with pioneering inventions to top experts and professionals in various fields of study, we attract and retain some of the world’s most talented people. In our daily work, we’re committed to finding better ways to prevent, diagnose, and monitor disease.The Customer Support Partner is to enable the best customer experience and supply an optimal process- and resource planning and operational excellence for delivering technical service & support.The opportunity: Own the end-to-end service lifecycle, ensuring seamless coordination from initial request through to resolutionDevelop and execute optimal resource and process planning for all service and support activities, including scheduling Customer Care and Field Service EngineersOversee logistical support for the installation, delivery, placement, and disposal of Roche instruments, and manage technical measuring equipment inventory and calibrationAct as the primary dispatcher for the local Dispatch Hotline, guaranteeing rapid and accurate routing of customer inquiries and technical issuesCollaborate closely with the Customer Support Center and internal Business Partners on service delivery, performance management, and system readiness initiativesDrive continuous improvement by accurately logging information in existing Service CRM and Field Service Solutions and championing new tools to optimize processes and elevate the customer experienceEfficiently handle claims, manage 3rd party complaints, prepare service quotations, and maintain comprehensive service documentation and archivingWho you are:Education: University degreeProven ability in planning and organizing, information processing, and effective self-management to handle multiple, complex prioritiesHigh stress resistance and strong skills in decisiveness, solving problems, and effective handling conflicts under pressureDemonstrated Customer Centric focus, excellent active listening and communication skills, and the ability to work as a strong team playerPractical knowledge of logistics and technical service-related processesFamiliarity with the business economic and organizational aspects of laboratory environments (e.g., hospital labs) is a distinct advantageProficient level in both Polish and English language is mandatory for effective communicationWhat you get: Employment contract (Umowa o pracę)Annual bonus payment based on your performancePrivate healthcare ( LuxMed packages), group life insurance (UNUM) and MultisportTraining, language courses, and diversified career paths are availableRecharge Days (2 days off per quarter)Take time Program (up to 3 months of leave to use for any purpose)Flex Location (possibility to perform our work from different places in the world for a certain period of time)Take Time for Charity (additional paid leave of maximum 2 weeks to engage in the charity action of your choice)Stock share purchase additionsYearly sales of company equipment and many more! INTERESTED? APPLY! If you feel this offer suits a friend of yours, feel free to share it.Want to know what it’s like to be a part of Roche? Check out our blog! https://diagnostics.roche.com/global/en/careers/roche-careers.htmlThe controller of your personal data is Roche Diagnostics Polska sp. z o.o., ul. Domaniewska 28, 02-672 Warsaw. The data is processed for the purpose of recruitment. You have the right to access data, rectify it, delete it, limit processing, transfer it and - if processing is based on your consent - withdraw this consent at any time. Contact the Data Protection Officer at: dia.daneosobowe@roche.com. More information on the principles of processing your personal data by Roche at the link: https://www.roche.pl/privacy-policy-recruitment-dia-en.Roche Diagnostics sp. z o.o. operates in full compliance with the law and does not tolerate any violations. Roche Diagnostics sp. z o.o. has implemented a Procedure for Reporting Violations of Law. If you wish to report any irregularities related to our activities, all necessary information regarding the reporting process can be found on our website: https://www.roche.pl/kontakt/ochrona-sygnalistow-zglaszanie-naruszen.Who we areA 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.