Technical support specialist ERP systems

The CSS CRM Technical Support Specialist is responsible for ensuring seamless day-to-day customer support operations, maintaining data integrity across CRM and ERP systems, and driving service quality compliance for Roche Diagnostics Turkey and CENECA countries. This role acts as a critical link between customers, field representatives, sales teams, and global service operations to maintain instrument efficiency and customer satisfaction.

• Monitor and manage the primary customer email channel (turkey.helpdesk@roche.com), routing incoming inquiries and complaints to appropriate internal departments promptly
• Supply requested technical documentation to customers and field teams in a timely manner
• Maintain accurate installed base data in SAP and create/track cases in the CRM system
• Monitor and maintain real-time interfaces between CRM and ERP (SAP) systems to resolve issues related to part requests and service reports
• Oversee data quality of field service activities transmitted from CRM to SAP, as well as cases logged by external distributors
• Monitor Global Service and Instrument Quality (SIQ) parameters for MC Turkey and CENECA countries, implementing corrective actions to meet global data quality targets
• Partner with the Regional Customer Support Center (RCSC) to audit case quality and drive continuous process improvements
• Schedule, track, and manage preventive maintenance (PM) plans for Roche-owned instruments, ensuring PM cases are opened on time
• Open mandatory instrument modification cases requested by Technical Product Specialists and route them to designated field representatives
• Notify the sales department regarding installed or de-installed systems to ensure proactive management of service contracts
• Maintain data consistency across remote service platforms and handle customer instrument registrations
• Stay up to date with CRM system updates and deliver training sessions or refresher demonstrations to field service representatives

• 2-4 years of experience in a CRM and/or analytical role (ideal backgrounds include: a similar business analyst role in diagnostics (not obligatory), customer services, data-base management, CRM administrator, or other data strategy type positions)
• Bachelor's Degree in an analytical field (math, economics, engineering, statistics, etc)
• Excellent problem-solving and analytical skills
• Ability to work with large datasets and summarize findings in a clear format
• Combine creative and pragmatic use of insight and data with attention to detail
• Strong mathematical skills to analyze reports
• Proven experience successfully managing multiple projects in a fast-paced environment
• Proficiency in Microsoft Office software products, including PowerPoint, Excel, Word and ability to quickly learn industry related windows software
• Salesforce, Servicemax or other CRM system management experience required
• Experience troubleshooting both hardware and software issues
• A team player who believes in the agile working model, is open to new ideas, has a sense of customer focus, has the ability to express him/herself
• Fluency in English & Russian (both written and spoken)
• Будет плюсом: SAP experience is a plus; Turkish is a plus (written and spoken)

• Условий в вакансии нет