About this opportunity
At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
The Position
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.
Countries of responsibility: Kazakhstan, Kyrgyzstan, Tajikistan, Turkmenistan, Uzbekistan, Azerbaijan, Georgia, Mongolia.
Key Responsibilities
1. Customer Support & Helpdesk Administration
Helpdesk Management: Monitor and manage the primary customer email channel (turkey.helpdesk@roche.com), routing incoming inquiries and complaints to appropriate internal departments promptly.
Technical Documentation: Supply requested technical documentation to customers and field teams in a timely manner.
2. Systems Administration & Data Quality (CRM/SAP)
Installed Base Management: Maintain accurate installed base data in SAP and create/track cases in the CRM system.
System Integration: Monitor and maintain real-time interfaces between CRM and ERP (SAP) systems to resolve issues related to part requests and service reports.
Data Integrity: Oversee data quality of field service activities transmitted from CRM to SAP, as well as cases logged by external distributors.
Global Quality Compliance: Monitor Global Service and Instrument Quality (SIQ) parameters for MC Turkey and CENECA countries, implementing corrective actions to meet global data quality targets.
RCSC Collaboration: Partner with the Regional Customer Support Center (RCSC) to audit case quality and drive continuous process improvements.
3. Preventive Maintenance & Mandatory Modifications
PM Planning: Schedule, track, and manage preventive maintenance (PM) plans for Roche-owned instruments, ensuring PM cases are opened on time.
Modifications Dispatch: Open mandatory instrument modification cases requested by Technical Product Specialists and route them to designated field representatives.
4. Commercial Alignment & Remote Support Platforms
Sales Collaboration: Notify the sales department regarding installed or de-installed systems to ensure proactive management of service contracts.
Remote Platform Administration: Maintain data consistency across remote service platforms and handle customer instrument registrations.
Field Training & Support: Stay up to date with CRM system updates and deliver training sessions or refresher demonstrations to field service representatives.
Qualifications & Competencies
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)
SAP experience is a plus
Turkish is a plus (written and spoken)
Who we are
A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. 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.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.
Job details
How this role compares
Computed from every other active Marketing role in our database, not just this employer's listings.
We currently track 1290 comparable Marketing roles across 153 biopharma companies.
Salary context
358 of 1290 peers report a salary range (USD, annualized)
Peers share this role's job function. This posting doesn't list a seniority level, so peers aren't narrowed by seniority either -- the range below may span more levels than usual.
Where these roles are based
Top locations among the 1290 comparable roles
+ 55 more countries
Seniority mix
1025 of 1290 peers have a known seniority level
Therapeutic area mix
253 of 1290 peers have a known therapeutic area; the rest are genuinely unlabeled, not hidden
Similar opportunities
The closest matches from our peer group, ranked by how similar they are, not how well you'd qualify for them -- treat this as market context, not a guaranteed shortlist; a weak match is labeled as one below.
Matched on job function only -- seniority, specialty, and location weren't confirmed as aligned.
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How we calculate "similar"
No black box, no LLM guesswork: a deterministic score built from four normalized attributes. Here's this role's own peer group at different match levels, so you can see the mechanism, not just the result.
Every comparison starts from the same 100-point budget: 25 for working in the same function, 40 for the same therapeutic area, 20 for the same or adjacent seniority, 15 for the same country. A dimension we can't confirm on both sides contributes nothing, never a guess, never a free pass.
0 points, never a partial guess. A role we know almost nothing about beyond its function bottoms out at 25%; it never inflates to 100% just because there's little to compare against. Seniority uses a defined ladder (Associate → Manager → Associate Director → Senior → Principal → Director → Senior Director → Executive/VP) so "Director" and "Senior Director" count as adjacent, but "Director" and "Executive/VP" do not.