Field Support Representative

Roche

2d•$79,144 - $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. This Field Support Representative position will support hardware for Core Lab (Chemistry and Immunochemistry). The successful candidate must be based in the Winnipeg, Manitoba area. A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche. As part of a collaborative team, you play a meaningful role in front-line support for our customers. By performing installations, maintaining, and repairing our customers’ instrumentation on-site, the work you perform has a direct impact on patient care and has the ability to change and save lives. You will be a master problem-solver, an out-of-the-box thinker who acts as a calming source under stressful situations. Your passion for continuous improvement and customer-centric approach will help us to become the partner of choice in our industry. The pairing of your strong technical ability, steadfast problem-solving, and outstanding relationship-building and communication will help provide a stellar customer experience.

Requirements

Diploma of collegial studies in electronic technology or community college specialty in Biomedical Engineering.
5+ years of experience troubleshooting diagnostic instrumentation.
Proven ability to interact and build relationships with individuals at all levels.
Excellent written and verbal communication skills.
Highly customer-focused.
Knowledge of Windows and common Office programs (word, excel, PowerPoint).
Familiarity with IT systems and network infrastructure.
Must be available to work on Standby.
Flexible to travel within North America and Europe.
Valid Canadian driver's license.

Responsibilities

Provide excellent customer service and support to a designated group of customers, ensuring their needs are met and issues are resolved promptly.
Collaborate closely with team members, including Roche Care Centre Technical Support Specialists, Lab Integration Specialists, Field Application Specialists, and Account Managers to guarantee customers receive complete and efficient support.
Participate actively in service, sales, and customer meetings, chipping in your technical expertise and insights to improve customer relationships and drive business growth.
Provide crucial back-up support to other Support Representatives, ensuring detailed service continuity and maintaining high levels of customer satisfaction.
Enhance equipment uptime and reliability by performing preventative maintenance in accordance with established Roche Diagnostics Canada guidelines and schedules.
Ensure peak equipment performance and regulatory compliance by adhering to guidelines and timelines when completing technical service bulletins.
Conduct detailed site inspections and meticulously complete all required documentation, ensuring compliance with safety and regulatory standards and maintaining accurate service records.
Offer expert recommendations for preparing suitable environments for Roche instrument installations.
Skillfully install Roche instrumentation and integrated solutions, ensuring that they are correctly configured, calibrated, and tested to meet customer needs and specifications.