APAC RCSC Service Excellence Specialist (Operations Support)

Position Overview

APAC RCSC Service Excellence Specialist (Operations Support) – responsible for daily back‑office operations support activities in line with Roche Global Service Operating Model.

Key Responsibilities & Accountabilities

• Support field team: scheduling and dispatching of cases to field engineers, including Work Order (WO) lifecycle management.
• User and System Management: train Roche internal users and field engineers on Rexis, activate, deactivate or reactivate user accounts.
• Reporting & KPI Management: create and maintain preventive maintenance (PM) dashboard and analytics, ensure overall quality of data in CRM (Rexis) to achieve country service KPIs.
• Data and Process Integrity: ensure service is provided in accordance with customer entitlement, perform contract checks and back‑office debrief (case updates / review).
• Project Support: initiate, manage, execute functional unit‑specific quality ...