48 Roche Customer Service Jobs Hiring Near You

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.

A healthier future - it is what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That is what makes us Roche.

• Join us as a Full time/Permanent team member to make an impact for our customers and patients

• Base salary (NZD 100,000-110,000 per annum) and attractive benefits package offered

• Auckland based role with an agile, flexible and empowering work environment

We are seeking a dedicated Product Specialist to join our team, supporting pre- and post-sales functions to deliver a premium customer service experience. Your primary responsibilities will include training and ongoing education on our product portfolio, troubleshooting instruments and products, overseeing instrument installation and commissioning, and providing customer training on user procedures. You will also handle manufacturer modifications and after-sales service issues, ensuring customer satisfaction in alignment with our organization's SOPs and policies.

What you will be working on:

In this dynamic role, you will provide exceptional technical support to both internal and external customers, adding value to Roche Diagnostics' assigned squads. This position offers flexibility across Core Lab, Molecular, and Export Markets, adapting to business needs and your area of expertise. Join us to make a meaningful impact by delivering expert technical guidance and outstanding customer experiences.

Key responsibilities include but are not limited to:

• Maintain competence in the RD Analytical Systems portfolio and ensure continuing education with updates.

• Conduct cross-training for colleagues and complete mandatory training in a timely manner.

• Oversee timely installation and commissioning of analytical systems following established protocols.

• Conduct comprehensive customer training to enhance competence and reduce future support needs.

• Provide efficient after-sales support, troubleshooting, and adherence to SLAs for response times.

• Handle complaint documentation per Roche's Quality System and ensure timely technical/software updates.

• Develop and facilitate engaging User Group content/events to build attendee confidence and enhance customer relationships.

• Provide expert technical input during sales processes and tenders, while monitoring market intelligence and competitor activity.

• Ensure accurate and timely documentation, stock management, and up-to-date CRM customer records.

• Identify business opportunities and support account and service contract strategies.

• Comply with Roche's safety, health, and environmental policies to safeguard employees and visitors.

Who you are:

You have:

• Master's degree in Biotechnology or a related field. Higher education in the related field will be advantageous

• 5+ years of relevant work experience in the Molecular Diagnostics (PCR, RT-PCR, NAT) or similar field

• An enthusiasm for learning, driving excellence, and becoming a subject matter expert on assigned product portfolios, backed by a strong background in science and business and a thorough understanding of diagnostic and research laboratories

• An outstanding ability to communicate and network, with proven relationship-building skills that allow you to represent the company externally and build meaningful, long-term connections with stakeholders

• A strategic mindset that develops effective plans and ensures execution through teamwork, collaboration, and continuous improvement

• A highly collaborative nature, with the ability to set ego aside and focus on achieving the best outcomes for the team and organization

• An openness to feedback, feeling confident in seeking and providing constructive input to foster personal and team growth.

• An energy for working in complex environments, with the flexibility to mobilize and deliver results as a licensed driver ready to contribute both on-site and in the field

• Valid driving licence, ready to contribute both on-site and in the field

This full-time (40 hours/week) permanent role is based in Auckland.

We do not accept any unsolicited resumes or enquiries from recruitment agencies. Roche has a dedicated in-house Talent Acquisition team.

Roche offers rewarding growth opportunities, a competitive remuneration package and a collaborative culture where people are united in purpose and will stretch you to be brave, speak up and think differently. Feel empowered to deliver meaningful outcomes, supported by accessible and inspiring leaders.

Roche encourages a high-performance culture where you are empowered and trusted to make decisions. We strive for excellence and extraordinary results and take a genuine interest in our people and their well-being, and our patients.

Take pride in knowing you can make a difference to millions of patients worldwide in developing diagnostics and treatments for oncology, neuroscience, inflammation, immunology, ophthalmology, rare diseases, respiratory disease and diabetes.

We are committed to providing an inclusive, safe, secure and healthy workplace, and to minimise any such impactsto our employees, customers and the community. We welcome applications from all people and encourageyou to advise of any individual circumstances that may require consideration.

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.