Applications Product Specialist

Applications Product Specialist (Contract)

Duration: 9 months (Possibility for extension)

Location: Surrey, East and West Sussex, Hampshire and Berkshire (Fully On‑site Role)

Rate: A highly competitive PAYE or Umbrella Day Rate is available for suitable candidates

Role Profile

• Be responsible for providing application, technical or scientific support to internal/external customers
• Handle customer enquiries from the acceptance of application product problems through to case resolution
• To deliver sustainable solutions for support cases
• Deliver customer training
• Provide on site support activities

Key Responsibilities

• Handling of external and internal enquiries, either remotely or directly
• Identification and troubleshooting of complex issues
• Conducting and design of external/internal training
• Information and knowledge transfer
• On‑site service activities – troubleshooting, installations, commissioning of instruments into routine use
• Supporting instrument installations
• Configuration and commissioning of systems into routine use
• On site support during customer verification and go‑live
• Handling of complaints in cooperation with RCSC and team support (including communication with customers and colleagues)
• Identification, reporting and resolution of common and reproducible issues
• Monitoring and escalation of complaints
• Conducting and design of internal/external training
• Perform training for Roche systems with agreed concepts and documentation
• Maintain records of customer trainings within sites
• Undertake training in a standardised and consistent manner
• Ensure a prompt response to issues in line with superior customer experience
• Clear and accountable communication with customers
• Open to changes in work patterns in line with market dynamics and customer needs

Skills & Experience

• Previous experience of working in a hospital/research laboratory (strongly desired)
• Proven track record of troubleshooting experience (desired)
• Knowledge of Customer Relationship Management (CRM) and web delivery tools (advantageous)
• Understanding of the Diagnostics industry and familiar with working in a multicultural (strongly desired)
• Troubleshooting experience showing attention to detail.
• Able to work independently and in a multicultural team environment
• Demonstrate teamwork, collaboration, decision making and achieving result
• Full UK/EU (or equivalent) driving licence
• Passport (required for overseas training).

Candidates will need to show evidence of the above in their CV in order to be considered.

If you feel you have the skills and experience and want to hear more about this role \’apply now\’ to declare your interest in this opportunity with our client. Your application will be observed by our dedicated team.

We will respond to all successful applicants ASAP however, please be advised that we will always look to contact you further from this time should we need further applicants or if other opportunities arise relevant to your skill set.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone\’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.