Field Service Implementation Representative

Roche • Canada DIA Field - Central, ON

8d • CA$79,144 - CA$103,877 • Onsite

About The Position

At Roche, we foster a culture where you can show up as yourself, embraced for your unique qualities. 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. Join Roche, where every voice matters. The Field Service Implementation Representative is part of a team of experts who play a crucial role in supporting key hospitals and laboratories with the installation and smooth functioning of their clinical chemistry, immunoassay, molecular, pathology, urinalysis, and automation solutions. You are an effective problem solver passionate about the healthcare environment and understand the importance of our solutions on the customer experience and patient care. Your passion for problem resolution and customer satisfaction is supported by your technical knowledge to deliver a stellar customer experience. You will provide timely, accurate, and consistent support to our customers to minimize the disruption of their diagnostic service delivery.

Requirements

• Diploma of collegial studies in electronic technology or related education.
• 5+ years of relevant field service experience.
• Prior customer support experience.
• Knowledge of IT systems & Network infrastructure.
• Customer Centricity.
• Valid and complete driver's license in Canada.
• Reside within 100km of a major metropolitan airport.

Nice To Haves

• Laboratory experience is considered a strong asset.
• English and French bilingualism is preferred (written and spoken).

Responsibilities

• Building relationships with laboratory systems operators and managers for a dedicated customer base.
• Using strong communication and active listening skills to identify and diagnose customer issues and provide accurate and timely resolution.
• Participating in service, sales, and customer meetings, where required.
• Collaborating with the Customer Support team on installations (pre-site inspections, technical installation), upgrades, and issue resolution, where required.
• Performing preventative maintenance and technical service bulletin resolution to support regional teams, as needed.
• Working with local teams to install and configure instrument software and hardware components, as required.
• Working with local RIS application specialist and technical specialist teams to install, configure, and support IT software and hardware components as needed.
• Supporting technical issues during the installation process to ensure installations are completed successfully.
• Acting as an implementation crew team member or lead to ensure and maximize efficient completion of installations.
• Processing service activity close-outs at the end of each customer site visit.
• Managing day-to-day administrative activities.

Benefits

• Support your development in areas of your interest which will prepare you for the next level in your career path.
• A work environment where feeling valued, respected, and empowered is a daily experience.

What This Job Offers

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