Laboratory Support Coordinator in Manchester

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Are you seeking an exciting challenge in a critical support role that directly contributes to the vital NHS Blood and Transplant services, where your work truly matters and makes a meaningful impact? Does the prospect of a rewarding career with a progressive, high-tech organisation inspire you? Roche Diagnostics has a superb opportunity for you to grow your skills while directly supporting the NHS Blood and Transplant Service in the Manchester area as part of our Central, Customer-Centric Field Support Team in the UK.

Based within the Central Field Support team, you will deliver frontline on-site support primarily at the NHSBT Manchester site, while occasionally providing assistance to other NHSBT locations as needed. Your responsibilities will encompass support for electro-mechanical hardware, including routine proactive and reactive maintenance, applications, information solutions, technical training, customer up-skilling, and ensuring the accurate maintenance of all administrative and regulatory documentation. You will possess a strong drive to broaden your knowledge across all areas, including Engineering, Information Solutions, and Applications on Roche products.

Key activities will include customer up-skilling, utilisation of digital tools for proactive preventative measures, troubleshooting and taking ownership of faults, performing routine housekeeping, and conducting preventative maintenance across the Roche product portfolio at the site. You will be accountable for the successful delivery, uptime, and overall customer experience of your service offering and requirements across the NHS Blood and Transplant site you primarily support. You will also be responsible for executing service activities efficiently and productively.

You will work with peers and key stakeholders to ensure a seamless "sales-service" alignment approach and offer a differentiated customer solution. As a key member of the Technical Services Team, you will ensure the necessary skills and capabilities are in place to meet service demands, enabling the customer to deliver a mandatory test for blood safety. You should be resilient and tenacious, thriving under pressure and working effectively as part of a close-knit team in a fast-paced, time-sensitive environment with shifting priorities and multiple deadlines. With strong analytical skills, you will be confident working with technical, scientific, and numeric information.

For this position, you will need to be based in the Manchester area. Applicants will only be considered if they currently reside in this geographical area, or are willing to relocate. You will be expected to collaborate with the wider team and all other areas of Roche to provide best-in-class service to our customers. Amongst other duties, this will involve attending customer review meetings to outline key achievements and objectives attained.

Who You Are: Ideally, degree-educated in Life Sciences OR qualified to HNC/HND level in Electrical/Mechanical Engineering, or with equivalent demonstrable experience – you will bring a current and comprehensive understanding of the IVD industry, paired with strong experience in delivering world-class support. Whatever skills you possess, your enthusiasm and determination to up-skill in other areas will be fully encouraged and supported. You will have the ability to provide effective support for pathology laboratory solutions and will be driven by a passion for exceeding customer expectations, sharing your expertise through training and coaching. A self-motivated individual, you will have a proactive approach to troubleshooting, taking ownership and pride in resolving issues. As a driver of innovation and change, you will bring a questioning mindset to challenges and demonstrate the capability to train, coach, and mentor others effectively.

Key Responsibilities:

• Technical Success: Ensuring the successful delivery of Roche's service offering for the NHS Blood and Transplant Service, keeping customer needs at the centre of all activities and collaborating closely with technical managers.
• Technical Effectiveness: Championing technical excellence in processes, systems, and data, and continuously developing capabilities and competencies.
• Technical Customer Centricity: Supporting and reacting to customer and service demands, maintaining uptime, and driving continuous improvement in technical operations.
• Leadership Impact: Demonstrating Roche leadership values, role-modelling creative and collaborative behaviours, and fostering effective cross-functional partnerships for maximum impact.

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.