Manage document flow (agreements, addenda, service acts, specifications), including verification of counterparties' legal and financial details
Organise internal approvals with Finance/Tax, Legal, and Compliance, and monitor approval SLAs
Maintain contract registers in ERP/CRM/DMS systems with timely status and version updates
Track renewal and termination timelines and monitor KPI and service-obligation fulfilment
Ensure alignment with internal policies (anti-corruption, interactions with healthcare professionals and institutions, promotional practices)
2. Customer Onboarding and Training
Own and execute onboarding checklists (documents, account set-up, supply and delivery scheduling)
Plan and coordinate online and offline trainings on products, ordering, service requests, and warranty policies
Develop and adapt training materials (user guides, SOPs, step-by-step instructions, short videos); collect feedback and provide 30/60/90-day post-onboarding support
Maintain the customer-facing knowledge base (FAQs, instructions, recorded webinars) in the DMS/customer portal
3. Process and Document Flow Optimisation
Draft, standardise, and regularly review SOPs, instructions, and templates; implement checklists and quality control points
Drive the paper-to-digital transition, including DMS and e-form rollout; keep responsibility matrices current
Perform internal process audits for compliance with QMS, internal policies, and regulatory requirements
Prepare process analytics (turnaround time, document completeness, SLA performance) and propose improvements
4. Promotional Materials Coordination
Plan, request, localise, submit for Legal/Compliance review, produce, and distribute promotional materials
Ensure compliance with Ukrainian advertising law and internal policies on interactions with the medical community
Track circulation and use of materials (print runs, stock, event and field transfers, compliant disposal)
Prepare post-campaign reports (plan vs. execution, reach/utilisation, recommendations)
5. Service Tools Logistics
Coordinate movement of service tools, kits, and spare parts to and from field locations, including reverse logistics
Maintain inventory and lifecycle records (issuance/return logs, calibration, write-off)
Coordinate with couriers and warehouses, resolve delivery incidents, and minimise service downtime
Ensure occupational safety, quality, and handling standards during transport and storage
6. Hotline Coordination
Receive customer calls and requests, perform initial qualification, log cases, and route them to Service, Ordering, or Complaints teams
Follow communication scripts and service standards; monitor response and closure times and follow up with customers
Maintain the operator knowledge base and participate in training and quality monitoring
7. Complaint and Claim Handling Support
Register and screen complaints, and escalate on time per QMS procedures
Collect supporting information and materials (serial/lot numbers, photos, documents); liaise with QA/RA, Service, and the Manufacturer
Monitor timelines and status; communicate with customers and Distributors (indirect channel)
Qualifications
Must Have
2+ years of experience in an operations, process, or service role in healthcare, pharma, IVD, FMCG, logistics, or telecom
Hands-on experience managing contracts or 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 or Google Sheets (formulas and pivot tables)
Understanding of QMS principles, compliance, and basic rules on promotion in healthcare
Language skills: Ukrainian (fluent); English (at least Pre-Intermediate, A2)
Nice to Have
Experience in IVD, medical devices, or pharma (QA, RA, Service, Order Management)
Skills in process analysis, SOP/checklist development, and workshop facilitation
Basic understanding of advertising requirements for medical devices and personal data protection (GDPR / Ukrainian data protection law)
Competencies
Structured, detail-oriented, and reliable
Service mindset with strong verbal and written communication
Time management, prioritisation, and ability to run multiple workstreams in parallel
Maturity in handling confidential and compliance-sensitive information
Employment Terms
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; sick leave per Ukrainian legislation
Overtime compensated only if agreed in advance and in line with the Labour Code
Remote work; work tools and equipment provided per company policy
Equal Opportunity Statement
Roche Ukraine LLC is an equal opportunity employer and does not discriminate on any grounds, in line with Ukrainian law.
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.
