Product Specialist

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come.

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care.

This is an excellent opportunity for an experienced Service Engineer or equivalent to join Roche Diagnostics, the world's leading health supplier in In-Vitro Diagnostics. This exciting position is part of the Serum Work Area (SWA) within the Regional Customer Support Center Hub. The Regional Customer Support Centre based in Burgess Hill, UK, provides technical and scientific support to our customer base across the UK, Ireland, Denmark, Finland, Norway and Sweden.

The role will primarily consist of providing remote Hardware support for our SWA portfolio of instruments and solutions as well as customer and employee training. The scope of support includes customers and Roche colleagues within the UK, Ireland, Denmark, Finland, Norway and Sweden. You will excel in the art of troubleshooting and pride yourself in providing excellent customer service.

As part of your Customer Support role, you will focus on:

• Providing a solution focus to Hardware problem resolution to customers
• Providing remote support to field employees in the region
• Ensuring proper Complaint Handling and documentation in compliance with our Quality System
• Ensuring customer satisfaction in coordination with Field Teams and Sales Managers
• Completing special projects
• Being involved in Complaint Review, Analysis and Trending process based on performance metrics
• Providing on-site support as and when required
• Supporting our sales organizations with instrument/system demonstrations and the provision of technical responses as part of the tender process

There will be an intensive initial introduction training for the first six months of the position some of which will be in our European training centers. Thereafter, you will also be required to attend periodic training on customer support operations and product offerings at various locations.

Who you are:

You are somebody that thrives under pressure and has a troubleshooting solution focus. The ideal candidate will hold a degree level qualification in Biomedical Engineering or several years’ experience in the diagnostic industry or hospital environment. You are motivated by exceeding customer expectations, and instilling knowledge. Self-motivated, you are full of initiative, taking ownership and pride in your work. You will be capable of working with minimum supervision and manage your time effectively. You will possess a confident working approach and show a proven ability to deliver under pressure in a rich multi-cultural environment.

In addition, the following skills/experience will be required to be successful in this role:

• Ability to approach problems analytically, troubleshoot systems and provide resolution guidelines to customers
• Focus on customer satisfaction and customer care
• Cultural sensitivity
• Good understanding of modern Laboratory Practices
• Training & IT literacy skills

In return, we will offer you a competitive salary package and a first class industry recognized product training program. The training programs will be designed to develop you as a person and a recognised valuable source of information for our customers.

At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. We recognise the importance of flexible working and will review all applicants’ requests with care. At Roche difference is valued and we are proud to be an equal opportunity employer where you are encouraged to bring your whole self to work.