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Senior Specialist in Application Delivery and Customer Experience

2 weeks ago

As Sālimīyah, Hawalli, Kuwait beBeeCustomerExperience Full time

Job Title: Senior Specialist in Application Delivery and Customer Experience

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  • Key Responsibilities:
  • Deliver high-quality application support to ensure customer satisfaction and differentiate the service offering.
  • Provide software support for assigned portfolios, working closely with sales and field service teams to deliver high-value services.
  • Implement Roche Global application standards, ensuring proper case reporting and follow-up, and collaborate with sales teams on channel-filling opportunities.
">Product Management">
  • Ensure all products are actively forecasted each month according to forecasting and product introduction processes.
  • Manage product introductions and withdrawals following product introduction/withdrawal processes.
  • Communicate changes affecting products through established procedures.
  • Implement commercial product management tasks promptly and according to set procedures.
">Business Opportunities">
  • Direct market research resources to obtain up-to-date market intelligence effectively.
  • Conduct regular field visits, including key customers and opinion leaders.
  • Participate in international and national customer/marketing meetings.
  • Organize and facilitate customer advisory groups based on Dia Symphony principles.
  • Monitor country-specific KPIs through business reviews and workstream updates.
">Marketing Strategy">
  • Help produce annual marketing plans, acceptable to senior management, which are discussed with operational areas during development.
  • Produce detailed breakdowns of promotional budgets required to implement marketing plans.
  • Collect competitive information to refine segmentation and targeting strategies.
">Development and Implementation of Marketing Plan">
  • Clearly communicate marketing plans and brief relevant Roche personnel on marketing activities.
  • Initiate, gain consensus, and implement marketing operations to achieve planned sales and profit contributions.
  • Monitor monthly progress against plans and recommend corrective actions for successful plan achievement.
  • Collaborate with Product Management in MC regarding assistance in marketing campaigns and supply local market information.
  • Drive product knowledge transfer to different marketing and sales roles, emphasizing Sales Specialists (PS) education.
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You Are Expected To:

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  • Adhere to all applicable laws and regulations as well as high integrity standards set forth by Roche.
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Required Skills and Qualifications:

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  • Hold a BSc or higher University degree in Life Sciences, Laboratory, Biochemical, or equivalent. A BSc degree in Business Administration, Marketing, or equivalent is preferred.
  • Have at least 2 years of practical application experience in IVD or medical device industry.
  • Have hands-on knowledge of Chemistry, Immunology, Hematology, Coagulation, and Hospital point of care.
  • Possess excellent trouble-shooting and problem-solving skills.
  • Have excellent communication, interpersonal interaction, and customer relations skills both internally and externally.
  • Be result-oriented and able to meet timelines with moderate supervision and direction.
  • Have strong interpersonal interaction and customer relations skills both internally and externally.
  • Be able to work both independently and in a team.
  • Have experience with current good laboratory practice and accreditation requirements.
  • Be fluent in English. Arabic is preferred.
  • Be proactive and able to work without direct supervision.
  • Be organized and work in a structured manner.
  • Be willing to travel whenever required.
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About Us:

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A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advancing science, ensuring everyone has access to healthcare today and for generations to come.

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Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products.

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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.

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Let's build a healthier future, together.

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Roche is an Equal Opportunity Employer.