Job Description

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

Summary: The FSE/Services Commercialization Specialist plays a pivotal role at Roche Diagnostics Kuwait, leading the strategic management and enhancement of Field service activities, and Service contracts across both private and public sectors. This role demands a deep commitment to fostering strong relationships with our clients, high skills in Project and Implementation Management, ensuring the successful negotiation and renewal of contracts, and overseeing the comprehensive management of our service delivery processes. With a strong focus on operational excellence and customer satisfaction, FSE/Services Commercialization Specialist will drive our services to align with Roche's vision of service value enhancement and adapt to the transformative demands of RDME.

Your main accountabilities: Key Responsibilities:

Field Service Responsibilities: Ensures constant coverage of the area, setting up priorities of technical assistance in case of overload of activities. Deliver the planned system installations and carry out installations as per Roche standards. Ensure all service activities are performed and documented in a timely manner as per Roche standards. Ensures coverage and support in line with agreements with customers and necessary accreditation requirements are met. Escalate technical issues, PRI/PSI to appropriate internal stakeholder and follow up for closure. Timely forecast spare parts of systems for line of expertise. Ensure Key deliverables eg Uptime, customer satisfaction, Value of service etc to manage expectations for assigned strategic customers are met Accountable for mandatory upgrades/ modifications for assigned systems and ensure that been done for all systems in the country Provide expert technical opinion, identify possible solutions and recommend strategies that lead to timely and effective resolution of high priority issues. Act as mentor and lend support to FSEs to resolve complex and persistent issues. Accountable for assigned administrative tasks (PPM scheduling, Modifications, e services, Service Marketing, Service revenue, etc), Establishes and develop a relationship with the customer that enhances the reputation and professionalism of Roche Diagnostics. Provides clear and appropriate customer communication, including pro-active arrangement of routine preventative and corrective maintenance visits. Ensures that all administration and back office tasks is completed in a timely and accurate manner, and ensure that all administration is completed in a timely and accurate manner. Manage petty cash for day-to-day operations and oversee the processing of monthly claims, highlighting strong financial management skills.

Commercialization Responsibilities:

Contract Management: Oversee the management and enhancement of service contracts with private labs and public entities, including MOH, MOD, and the National Guard. Lead negotiations for contract renewals and expansions, ensuring compliance with contractual obligations. Support collecting and submitting the technical documents during the payment cycle for the public sector. Service Contracts Value Enhancement

Customer Relationship Management: Develop and maintain strong relationships with private lab customers and public sector clients to meet their specific service requirements. Regularly engage in communication, address queries promptly, and coordinate with internal teams to ensure exceptional customer satisfaction.

Public Sector Engagement: Handle the details of MOH contracts, necessitating extensive engagement and communication. Regularly submit and follow up on critical letters for contract renewals and payment cycles. Facilitate communication with key stakeholders in MOH hospitals for instrument upgrades, lab renovations, and other significant service changes.

Lab Renovation Project Management: Lead the implementation and work closely with stakeholders in lab renovation projects to ensure completion within timelines and budgets. Utilize effective communication to prevent delays and additional costs.

Third-Party Management: Manage contracts and relationships with technology companies, subcontractors, and suppliers, ensuring compliance with KPIs and SLAs.

Who you are: Good Background for Technical Support and instruments handling. Strong Project Management Skills, Excellent communication and interpersonal skills for effective collaboration with various teams. Proven ability of Vendor / Third party Management, covering KPIs, SLA. Strong analytical skills for KPI monitoring and report generation. Ability to manage multiple projects simultaneously and work under tight deadlines. A proactive approach to problem-solving and continuous improvement.

Qualification and Experience

Bachelor's degree in Engineering, or a related field, MBA is a plus. A minimum of 10 years of experience in Customer Technical Support, Service Project Delivery and Implementation Management. A strong understanding of digital technologies, Automation and their application in service operations. Proficiency in Contracts management and the ability to work under tight deadlines. Excellent communication skills with the ability to convey strategic concepts to a diverse audience. Detail-oriented and able to work independently as well as collaboratively in a team environment. Fluent English is mandatory; Arabic Language is a Must. PMP, Agile, COBIT 5, or Six Sigma certifications will be considered a plus.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.