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

Summary

The role ensures the delivery of best in class application support and a differentiated customer experience, offers application and software support for the assigned portfolio, working closely with the sales and field service teams, in order to deliver high value service offering. Implement Roche Global application standards, guaranteeing appropriate case reporting and follow up, and collaborate with sales team on channel-filling opportunities.

The role also is responsible for Identifying, developing, driving and monitoring the customer value proposition for the product portfolio. Formulates implements and leads the marketing plan for the specific product portfolio. Establishes marketing priorities and guarantee the strategic focus. Recognized both internally and externally as the dedicated product champion. Provides proactive input to the internal/ external stakeholders on both specific product and business area issues. To support account managers during the sales process by being involved on strategic negotiations and tenders, and ensuring that they have knowledge and necessary competitive information. Drive business success and being responsible on achieving business objectives & sales promise for assigned product portfolio. Lead the product launch for new products in a country assuring the needed focus and alignment from different functions.

Your Responsibilities

Application

Provides a high quality application support response which is consistent and in line with the changing requirements of the customer and the business areas.Delivers best in class support utilizing appropriate systems and processes and providing a consistent and high level of support to customers.Continues development of application skills to ensure resilience in the support of all products.Ensures coverage across the required core and out of hours, in line with agreements with customers.Proposes proactively and implement activities aligned with customer satisfaction surveys and on-going customer and business area feedback.Performs instrument training, configuration, and instrument commissioning for new installations.Ensures that all administration is completed in a timely and accurate manner, and guarantee the activity reporting at the CRM (REXIS) software and appropriate escalation of product issues to management center, and ensure that all administration is completed in a timely and accurate manner.Performs corrective visits to sites as part of case escalation.You are expected to adhere through your conduct to all applicable laws and regulations as well as to the high integrity standards as set forth by RocheIncrease Customer Satisfaction levelsEfficient cost management, contributing to the achievement of the profitability objectives

Product Management

Customer Demand/Business Need

Ensures that all products for which you are responsible are actively forecast each month as per the forecasting and product introductions processesManages the introduction and withdrawal of products as per the product introduction/withdrawal processEnsures that changes affecting products are communicated as per the product change communication processEnsures that all commercial product management tasks are properly implemented in a timely manner in accordance with the procedures in place

Business Opportunities

Directs the Market Research resources to obtain cost effectively the most up-to-date market intelligenceUndertakes regular field visits, including key customers and opinion leadsParticipates in relevant International and National customer/marketing meetingsOrganizes and facilitates customer advisory groups From a commercial perspective based on Dia SymphonyMonitor country specific KPI based on Business Area through business reviews and work stream updates

Marketing Strategy

Helps produce marketing plans in words and figures annually, which are acceptable to senior management and discussed with operational areas during developmentProduces a detailed breakdown of the promotional budget required to help implement the marketing planCompetitive information through data gathering leading to a refined segmentation and targeting plan.

Development & Implementation of Marketing Plan

Clearly communicates the marketing plan and fully brief on marketing activities relevant Roche personnel – i.e. sales force, support functionsInitiates, gains consensus and implements all marketing operations to achieve planned sales and profit contributionsMonitors monthly progress against plan and recommend corrective actions to ensure successful achievement of planCloses collaboration with MC Product management in regards to their assistance in marketing campaigns and supplying them with local market information In direct contact with Communication team in MC and through the Marketing Coordinator to ensure proper implementation of activity related to Product LineBuild expertise by driving product knowledge transfer to different marketing and sales roles in the country with special emphasis on Sales Specialists (PS) education

Compliance

You are expected to adhere through your conduct to all applicable laws and regulations as well as to the high integrity standards as set forth by Roche.

Who You Are

You hold a BSc or higher University degree in Life Sciences, Laboratory, Biochemical or equivalent. A BSc degree in Business Administration, Marketing or equivalent is preferredYou preferably have experience in Kuwait marketYou have at least 2 years of practical application experience in IVD or medical device industryYou have hands-on knowledge both practical and theoretical on Chemistry, Immunology, Hematology, Coagulation and Hospital point of careYou have excellent trouble shooting and problem solving skillsYou have excellent communication, interpersonal interaction and customer relations skills both internally and externally.You are result orientated person who is able to meet timelines, with moderate supervision and directionYou have strong interpersonal interaction and customer relations skills both internally and externallyYou are able to work both independently and in a teamYou have experience with current good laboratory practice and accreditation requirementsYou are fluent in English. Arabic is preferredYou are pro-active and able to work without direct supervisionYou are organized and work in a structured mannerYou are willing to travel whenever required

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.