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The Position
The Position Clinical Oncology Specialist Foundation Medicine
At Roche Diagnostics India, our culture of constant innovation fuels our vision: to empower our customers by providing the highest quality, most innovative diagnostic solutions. We are passionate in our pursuit of diagnostic leadership because when we empower pathology professionals, we improve patient care.
Our products and solutions are used globally in the world's most advanced hospitals, laboratories, independent reference sites, medical institutes research centers and pharmaceutical companies.
Your Opportunity
This is a Pan India position where you will be responsible for enabling customer service experience to physicians, patients, Roche sales team, lab partner and the regional customer service team for the Indian market.
You will be a one point of contact in India for global as well as APAC FMI
Following are some more insights about this position
It includes facilitating order fulfilment and coordinating amongst various partners to make the entire testing-related processes flawless.
Work in close coordination with the Regional Customer Service team to provide first line customer service experience/support for in-bound enquiries and supporting ordering of FMI services & to track test and report status, manage test issues and ensure appropriate commercial or medical resources are allocated to address specific case issues
Triage inbound enquires from Roche-Foundation Medicine Sales team, Regional Customer Service and Customers, provide front line support to answer standard commercial questions
Provide proactive support to customers and assist in ordering and shipping of specimen kits for Foundation Medicine Testing
Coordinate with lab partner/distributor field force to get orders fulfilled: getting samples picked, check Test Requisition Forms (TRFs) and other administrative tasks
Drive proactive communication with the Commercial team to resolve test issues, and ensure timely delivery of test reports, prepare shipping documentation and work closely with freight forwarders or shipping partners to ensure timely delivery
In collaboration with Roche colleagues drive customer experience efforts to improve operational efficiencies and track all cases of customer enquiries on the CRM system and ensure closure of cases timely
Cross Function Collaboration
Collaborate with cross functions at India and APAC level to drive test order completion and query resolutions & also within the affiliate with various functions
Ensure compliance with Corporate, Regulatory and Quality Standards, Policies and Guidelines regarding products, procedures, operations and customer contact
Who You Are
Life sciences graduate+ MBA will be an advantage (understanding of CRM/SAP tools is preferred).
Having an overall experience of 5-6 years with a min of 2-3 years of work experience in cancer genomics space.
Preferred: Prior experience of working with clinicians and patients
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.
For more than 60 years, Roche has been committed to making a difference to the lives of people in India. Roche Diagnostics India is the market leader in In-Vitro-Diagnostics, providing diagnostic testing for early detection, evaluation and monitoring of disease. On the product side, the organisation provides a wide range of diagnostic products for customers around distinct disease areas namely diabetes, virology, blood screening, women's health, microbiology, oncology and genomics.
Roche is an Equal Opportunity Employer.
