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 PositionLocation: ShymkentKey Tasks of a Customer Service Specialist:Installation, dismantling, setup, and maintenance of technical equipment;Updating product information for customers;Timely execution of required and recommended software and hardware updates;Providing Tier 2 support for distributors and key partners;Providing technical support to the Healthcare Innovation Department;Collaborating closely with colleagues across other departments.Job Responsibilities:Perform installation, dismantling, maintenance, and repair of the Company's diagnostic equipment.Follow technical documentation instructions, monitor instrument/customer databases, and ensure timely software and hardware updates.Plan and conduct preventive maintenance at customer sites in accordance with technical documentation, Company rules, and recommendations.Provide customers with information regarding new equipment lines and offer hotline support (escalating issues to the relevant internal experts when necessary).Log incoming requests from customers, distributors, and partners regarding troubleshooting, equipment issues, and other data into the CRM system, adhering to Company service standards.Support warranty-based equipment replacement, ensuring and tracking the timely repair and return of faulty devices.Conduct pre-installation infrastructure audits and perform necessary actions to ensure compatibility.Ensure full functionality of peripheral communication devices (computers, monitors, printers, UPS, etc.) connected to the Company’s equipment.Undertake local and international business travel as required to provide on-site technical support.Requirements and Key Competencies:Education: Higher technical degree.Based location: ShymkentExperience: At least 2 years of experience working with large-scale equipment (diagnostic or industrial).Relationship Management: Proven experience in establishing partnerships with external clients.Language Skills: English proficiency at an Intermediate level or higher.Mobility: Readiness for frequent business travel within Kazakhstan and abroad (70–80% of working time).Soft Skills: Integrity, ethics, ability to work independently, and strong decision-making skills.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.
