Service Back Office Analyst (Central America & The Caribbean

Key ResponsibilitiesMonitor Global and Local metrics involving the Services-related system and generate analysis and action plans, when necessaryAnalyze CRM system information, seeking to improve the quality of Reporting in the system, identifying opportunities for improvement, data cleansing, and proposing solutions;User access, training, and management in our CRM. Generate periodic KPI status reports from our CRM and provide feedback/follow-up to FSE/FSRGenerate KPI dashboards to facilitate decision making by data insightsFollow up on preventive maintenance cases for Roche systems and distributors;Analyze information currently in the Global Reports (Salesforce, Tableau, Looker and develop reports to support Managers in department management, and propose improvements/actions;Develop high knowledge about the systems tools used at Roche;Follow up-to modification (upgrades) for Roche systems and distributors;Understand and propose improvements to Roche processes and support the development of control documentation (Work Instructions) and in corporate audits;Support the reporting demands of Roche's management systems, with data/information analysis and support decision-making;When needed, follow up on the installation, relocation, and de-installation casesSN/SBN/QN monitoring, communication, and follow-upEnsure automated processes work correctlyInvoicing generation and follow-upParticipate and sometimes lead Change Management InitiativesSupport and interact with Key Users in other areasStandardization of Processes that involve the Rexis & SAP systemsTicket creating and follow-upQualifications and Professional Experience3+ years in a University degree in Industrial Engineering, Business Administration or similar. Equivalent competencies developed through experience in a quality function with a strong focus on process development and control.Strategic thinking as well as the ability to implement strategies into executable processesNetwork mindset as well as strong communication and negotiation skills enable you to establish trustful and successful relationshipsWorked in a project environment, are familiar with matrix structures, and multicultural environments, and have excellent networking skills. Conceptual, analytical, and solution-oriented thinking and at the same time have a high degree of teamwork Intermediate MS Office and Google Suite toolsExperience in SAP and CRMs is a plusIntermediate Tableau, Looker Studio, and PowerBI desiredProficient English and Spanish language skills.Ability to travel as needed (<10%)
Individual CharacteristicsTeam worker, high performance under pressure, organizes and establishes priorities, analysis and interpretation of service statistic information.Detailed orientedProactive and organizedCustomer Centric mindset.Resilience and change managementGood verbal and oral communication skills. Open communication with different levels of the organization and external customers.High level of motivation.High confidentiality and discretion levels.