Conduct prompt Corrective Maintenance (CM), system troubleshooting, and ad-hoc emergency fault repairs to secure strict client SLA uptimes
Develop and author detailed technical documentation, including PM/CM logs, site incident write-ups, and FMS end-user manuals.
Liaise directly with ground-level client personnel (Pump Station Attendants and Station Supervisors) to ensure effective, day-to-day operations and gather technical feedback.
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Actively participate in troubleshooting and providing support when operational issues or disruptions occur.
Work closely with customer service teams and other relevant departments to support efficient operations.
Understand and utilize order management and customer management tools such as SAP, BOTs, and Salesforce (SFDC) to improve operational efficiency and accuracy.
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Conduct prompt Corrective Maintenance (CM), system troubleshooting, and ad-hoc emergency fault repairs to secure strict client SLA uptimes
Develop and author detailed technical documentation, including PM/CM logs, site incident write-ups, and FMS end-user manuals.
Liaise directly with ground-level client personnel (Pump Station Attendants and Station Supervisors) to ensure effective, day-to-day operations and gather technical feedback.
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You will be fully responsible to plan, coordinate, manage and run the events under the program, from conceptualization and program run-down, to venue and management on-site, to selection of invitees and compilation of the results/ outcomes from the events.
You will also be the owner of this list of selected customers, establishing the selection criteria, curating this list and maintaining a robust and effective engagement frequency with the list.
Work closely with other units with CX QA & Governance Dept to be involved in Customer Insights (CSAT, NPS, VOC) as well as the Journey Audit team who conducts Service OA audits, to present a holistic view of customers feedback as inputs for decision-making and continuous improvements.
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Establish long-term professional relationships with potential clients, customers, and partners (for example in government or industry associations) to promote the organisation's products and services.
Lead meetings and negotiations with potential clients and business partners to pursue business opportunities and protect the organisation's business interests.
Refer sales leads and customer feedback to appropriate contacts within the organisation and liaise with other functional and operational area members to ensure that these referrals are followed-up promptly.
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Identify the short-term business needs and objectives of key customers and develop/sell proactive business solutions across the full demand/supply chain
Manage annual negotiations, including trading terms and conditions, to facilitate sales agreements and achieve targeted margins
Manage and monitor 5P execution performance (availability, pricing, share of shelf, etc.) and ensure issues are quickly resolved by the team
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Foster cross-functional collaboration and learning: Maintain vital process documentation, knowledge bases, and learning paths. You proactively seek opportunities to align teams, support technology deployments (including hypercare and training), and provide cross-departmental advisory support
Prioritize stakeholder management: Establish strong, communicative relationships with key internal stakeholders, serving as an escalation board for IT, and regularly engaging with the Finance & Procurement community to understand and meet their evolving business needs
Uphold company standards: Perform your duties with high integrity, managing multiple open cases flexibly as business evolves, while strictly complying with Roche guidelines and SHE (Safety, Security, Health, and Environmental Protection) standards
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Identify the short-term business needs and objectives of key customers and develop/sell proactive business solutions across the full demand/supply chain
Manage annual negotiations, including trading terms and conditions, to facilitate sales agreements and achieve targeted margins
Manage and monitor 5P execution performance (availability, pricing, share of shelf, etc.) and ensure issues are quickly resolved by the team
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Migration & Optimization: Support ongoing efforts to migrate legacy privileged accounts into the BeyondTrust vault and optimize existing workflow
Identity Infrastructure (AD & Entra ID): Manage the integration of BeyondTrust with Active Directory (OU structures, GPOs, and Kerberos) and Microsoft Entra ID
API & Scripting: Design and deploy PowerShell or Python scripts using BeyondTrust REST APIs to automate bulk onboarding, secret rotation, and session monitoring alerts.
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