Key Responsibilities
- Support of direct contracts between Roche Diagnostics Poland (RDP) and healthcare institutions / laboratories
- Manage document flow between Roche Diagnostics Poland (RDP) and healthcare institutions / laboratories (agreements, addenda, service acts, specifications), including verification of counterparties’ legal and financial details
- Organise internal contract approvals with Finance/Tax, Legal, and Compliance; monitor SLA for approvals
- Maintain contract registers in internal systems (ERP/CRM/DMS); ensure timely status/version updates
- Track renewal/termination timelines, monitor fulfilment of KPIs / service obligations
- Ensure alignment with internal policies (anti-corruption, interactions with healthcare professionals / institutions, promotional practices)
- Customer onboarding and training
- Own and execute onboarding checklists: document collection, account set-up, supply / delivery schedule coordination
- Plan and coordinate trainings (online/offline): introduction to products/services, ordering process, service request process, warranty policies
- Develop / adapt training materials (user guides, SOPs, short video/step-by-step instructions); collect feedback; provide post-onboarding support at 30–60–90 days
- Maintain a customer-facing knowledge base (FAQ, instructions, recorded webinars) in the DMS / customer portal
- Process and document flow optimisation
- Draft, standardise, and regularly review SOPs / instructions / templates; implement checklists and quality control points
- Drive “paper → digital” transition: rollout of DMS / e-forms; keep responsibility matrices up to date
Perform internal process audits for compliance with QMS, internal policies, and regulatory requirements.
- Prepare process analytics: turnaround time (TAT), document completeness rate, SLA performance; propose improvement actions
- Processing and coordination of promotional materials
- Plan, request, localise, submit for Legal / Compliance review, produce, and distribute promotional materials
- Ensure that all promotional activities comply with Ukrainian advertising law and internal policies governing interaction with the medical community
- Track and document circulation and use of materials: print runs, stock levels, transfer to events / field teams, and proper disposal according to procedure
- Prepare post-campaign reports: execution vs plan, reach / utilisation, and recommendations for optimisation
- Logistics of service tools
- Coordinate the movement of service tools / kits / spare parts to and from field locations (including reverse logistics)
- Maintain inventory and lifecycle records for tools (issuance/return logs, calibration, write-off)
- Interact with couriers / warehouse; control delivery timelines, resolve incidents, minimise service downtime
- Ensure occupational safety, quality, and handling standards during transport and storage
- Hotline coordination
- Receive customer calls / requests, perform initial qualification, log cases, and route them to responsible teams (Service, Ordering, Complaints)
- Follow communication scripts and service standards; monitor response / closure times and follow up with the customer
- Maintain the operator knowledge base; participate in training and quality monitoring
- Complaint / claim handling support
- Register, perform initial screening, and escalate cases on time according to QMS procedures
- Coordinate information and material collection (serial numbers, lot numbers, photos, supporting documents); liaise with QA/RA, Service, and Manufacturer
- Monitor timelines and status; communicate with the customer and Distributors (indirect channel)
Candidate profile – Must Have
- 2+ years of experience in an operations / process / service role in one of the following: healthcare / pharma / IVD / FMCG / logistics / telecom
- Hands-on experience managing contracts / document flow, coordinating approvals, and working with multiple stakeholders
- Experience in customer-facing or support roles (hotline / service desk / onboarding / front-office + back-office support)
- Confident user of ERP / CRM / DMS systems (e.g. SAP / 1C, Salesforce, SharePoint / Confluence) and Excel / Google Sheets (expected level: formulas, pivot tables)
- Understanding of QMS principles, compliance, and basic rules around promotion in healthcare
- Ukrainian – fluent. English – at least Pre-Intermediate (A2)
Nice to Have
- Work experience in IVD / medical devices / pharma (QA, RA, Service, Order Management)
- Skills in process analysis, SOP / checklist development, and facilitation of workshops
- Basic understanding of legal requirements for advertising medical devices and personal data protection (GDPR / Ukrainian data protection law)
Soft Skills
- Structured, detail-oriented, reliable
- Service mindset and strong communication skills (verbal and written)
- Time management, prioritisation, ability to run multiple workstreams in parallel
- Maturity in handling confidential information and compliance-sensitive topics
Employment Terms & Compensation
- Official employment under the Labour Code of Ukraine; probation period up to 3 months (subject to agreement)
- Paid annual leave of at least 24 calendar days, and sick leave according to Ukrainian legislation
- Overtime is compensated only if agreed in advance and according to the Labour Code
- Remote work; work tools and equipment are provided according to company policy
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