CCE Specialist – Customer Excellence Center

About the role

The CCE Specialist joins Roche Diagnostics Korea to ensure seamless service delivery for diagnostic instruments. You will manage asset collection, installation, maintenance, and technical support while collaborating with cross‑functional teams.

Key responsibilities

• Collect and process returned assets, confirm inbound instruments, and support corporate audit preparation.
• Perform hardware and software installation, support dedicated installation teams, and manage scrapping arrangements.
• Provide 24‑hour technical hotline support, troubleshoot customer calls, and close technical tickets.
• Plan and execute preventive maintenance, manage spare‑part inventory, and run modification procedures.
• Deliver user training, train junior engineers and distributors, and support application workflows.
• Enter performance data into REXIS/CRM, manage demo instruments, and support sales/marketing activities.

Required profile

• Fundamental knowledge of In‑Vitro Diagnostics (IVD) and clinical laboratory environments.
• 0–4 years of experience in technical engineering or customer‑service roles within the bioscience or clinical laboratory sector.
• Strong communication, collaboration, and customer‑orientation skills.

Required skills

• Hardware and software installation of diagnostic instruments.
• Technical troubleshooting and repair of medical devices.
• Preventive maintenance planning and execution.
• Spare‑part inventory management.
• Modification and upgrade procedures for hardware/software.
• Application support and workflow optimization.
• Use of REXIS/CRM systems for data entry and reporting.
• Proficiency with MS Office applications.