CSS CRM Technical Support Specialist

About the role

The CSS CRM Technical Support Specialist ensures smooth daily customer support operations, maintains data integrity across CRM and ERP systems, and drives service quality compliance for Roche Diagnostics in the assigned Central Asian and neighboring regions. This role connects customers, field teams, sales, and global service operations to uphold instrument efficiency and customer satisfaction.

Key responsibilities

• Monitor and manage the primary customer email channel, routing inquiries and complaints to the appropriate internal departments.
• Maintain accurate installed‑base data in SAP, create and track cases in the CRM system, and oversee real‑time interfaces between CRM and ERP.
• Ensure data quality of field service activities, audit case quality with the Regional Customer Support Center, and implement corrective actions to meet global quality targets.
• Schedule, track, and manage preventive maintenance plans for Roche‑owned instruments and dispatch mandatory modification cases.
• Collaborate with sales to notify installed or de‑installed systems and maintain data consistency across remote service platforms.

Required profile

• 2‑4 years of experience in a CRM, data‑base management, or analytical role.
• Bachelor’s degree in an analytical field such as mathematics, economics, engineering, or statistics.
• Strong problem‑solving and analytical skills with the ability to work with large datasets.
• Proven ability to manage multiple projects in a fast‑paced environment.
• Fluency in English and Russian (both written and spoken); Turkish and SAP knowledge are a plus.

Required skills

• Salesforce or other CRM system administration.
• Servicemax or similar service management tools.
• SAP experience (preferred).
• Microsoft Office suite, especially Excel, PowerPoint, and Word.
• Troubleshooting of both hardware and software issues.