Field Service Implementation Representative

Roche • Laval, QC

1d • CA$79,144 - CA$103,877 • Remote

About The Position

At Roche, we are driven by a mission to create a healthier future by advancing science and ensuring access to healthcare for all, today and for generations to come. We foster a culture where individuals can express themselves, engage in open dialogue, and build genuine connections, ensuring everyone feels valued, accepted, and respected. This environment allows our employees to thrive both personally and professionally. The Field Service Implementation Representative plays a crucial role in supporting key hospitals and laboratories by ensuring the installation and smooth functioning of their clinical chemistry, immunoassay, molecular, pathology, urinalysis, and automation solutions. This role is focused on installations and modifications but also includes maintenance and repair support as needed. We are looking for effective problem solvers with a passion for the healthcare environment who understand the impact of our solutions on customer experience and patient care. Your technical knowledge will be key to delivering a stellar customer experience by providing timely, accurate, and consistent support to minimize disruptions in diagnostic service delivery.

Requirements

• Hold a diploma of collegial studies in electronic technology or related education
• Possess 5+ years of relevant field service experience
• Demonstrate prior customer support experience
• Proficient level of English is required
• Demonstrate knowledge of IT systems & Network infrastructure.
• Requires 95% travel, including overnight travel
• Requires that the individual reside within 100km of a major metropolitan airport in the Greater Toronto Area or Greater Montreal Area.
• Hold a full, valid driver's license in Canada.
• Periodic travel for training within Canada, Europe and the United States is required.

Nice To Haves

• Laboratory experience is considered a strong asset.
• French may be required depending on geographical location.

Responsibilities

• Use a customer-centric focus to deliver a flawless and positive customer experience, complying with administrative and customer experience standards with each service interaction.
• Communicate regularly with national and regional squad members and the National Implementation Manager to gain or share perspective on the customer environment, their expectations, and their experience. Participate in service, sales and customer meetings, where required.
• Act as an implementation crew team member or lead to install and configure instrument software and hardware components and maximize efficient completion of installations (including pre-site inspections and technical installation, upgrades, and issue resolution, where required).
• Back up other Support Representatives for vacation and holiday rotation coverage, where required.
• Document all service related activities (inventory, service activity cases, expense reports, etc.), facilitating smooth hand-off to regional teams. Manage day-to-day administrative activities.
• Perform preventative maintenance and technical service bulletin resolution to support regional teams, and work with local teams to install and configure instrument software and hardware components, as needed.
• Work with local RIS application specialist and technical specialist teams to install, configure, and support IT software and hardware components, as needed.

Benefits

• The expected salary range for this position based on the primary location of Ontario is 79,144.00 and 103,876.50 of hiring range. Actual pay will be determined based on experience, qualifications, and other job-related factors as determined by the company.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree