CSS CRM Technical Support Specialist
Roche · Almaty
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 Position
The CSS CRM Technical Support Specialist is responsible for ensuring seamless day-to-day customer support operations, maintaining data integrity across CRM and ERP systems, and driving service quality compliance for Roche Diagnostics Turkey and CENECA countries. This role acts as a critical link between customers, field representatives, sales teams, and global service operations to maintain instrument efficiency and customer satisfaction.
Countries of responsibility: Kazakhstan, Kyrgyzstan, Tajikistan, Turkmenistan, Uzbekistan, Azerbaijan, Georgia, Mongolia.
Key Responsibilities
1. Customer Support & Helpdesk Administration
- Helpdesk Management: Monitor and manage the primary customer email channel (turkey.helpdesk@roche.com), routing incoming inquiries and complaints to appropriate internal departments promptly.
- Technical Documentation: Supply requested technical documentation to customers and field teams in a timely manner.
2. Systems Administration & Data Quality (CRM/SAP)
- Installed Base Management: Maintain accurate installed base data in SAP and create/track cases in the CRM system.
- System Integration: Monitor and maintain real-time interfaces between CRM and ERP (SAP) systems to resolve issues related to part requests and service reports.
- Data Integrity: Oversee data quality of field service activities transmitted from CRM to SAP, as well as cases logged by external distributors.
- Global Quality Compliance: Monitor Global Service and Instrument Quality (SIQ) parameters for MC Turkey and CENECA countries, implementing corrective actions to meet global data quality targets.
- RCSC Collaboration: Partner with the Regional Customer Support Center (RCSC) to audit case quality and drive continuous process improvements.
3. Preventive Maintenance & Mandatory Modifications
- PM Planning: Schedule, track, and manage preventive maintenance (PM) plans for Roche-owned instruments, ensuring PM cases are opened on time.
- Modifications Dispatch: Open mandatory instrument modification cases requested by Technical Product Specialists and route them to designated field representatives.
4. Commercial Alignment & Remote Support Platforms
- Sales Collaboration: Notify the sales department regarding installed or de-installed systems to ensure proactive management of service contracts.
- Remote Platform Administration: Maintain data consistency across remote service platforms and handle customer instrument registrations.
- Field Training & Support: Stay up to date with CRM system updates and deliver training sessions or refresher demonstrations to field service representatives.
Qualifications & Competencies
- 2-4 years of experience in a CRM and/or analytical role (ideal backgrounds include: a similar business analyst role in diagnostics (not obligatory), customer services, data-base management, CRM administrator, or other data strategy type positions)
- Bachelor's Degree in an analytical field (math, economics, engineering, statistics, etc)
- Excellent problem-solving and analytical skills
- Ability to work with large datasets and summarize findings in a clear format
- Combine creative and pragmatic use of insight and data with attention to detail
- Strong mathematical skills to analyze reports
- Proven experience successfully managing multiple projects in a fast-paced environment
- Proficiency in Microsoft Office software products, including PowerPoint, Excel, Word and ability to quickly learn industry related windows software
- Salesforce, Servicemax or other CRM system management experience required
- Experience troubleshooting both hardware and software issues
- A team player who believes in the agile working model, is open to new ideas, has a sense of customer focus, has the ability to express him/herself
- Fluency in English & Russian (both written and spoken)
- SAP experience is a plus
- Turkish is a plus (written and spoken)
Who we are
A 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.