Product Specialist - Technical

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The PositionThis is an excellent opportunity for a Technical Specialist / Field Service Representative / Engineer or Biomedical Scientist to join Roche Diagnostics, the world’s leading health supplier in In-Vitro Diagnostics.This exciting position is part of Roche Tissue Diagnostics (RTD), the world’s leading supplier of automated diagnostic systems to the anatomical pathology market. Our instruments and reagent systems are used in clinical histology, cytology, and drug discovery laboratories around the globe. Our customers consist of hospital-based labs, independent reference labs, medical research centres, and drug discovery laboratories of the largest pharmaceutical and biotechnology companies in the world.The role is part of the Regional Customer Support Centre (RCSC) and will primarily consist of providing remote Technical support for our Tissue Diagnostics portfolio of instruments and reagents. The scope of support includes customers and Roche colleagues within the UK, Ireland, South Africa, Denmark, Finland, Norway and Sweden and therefore fluency in English is a must. Fluency in any Nordic languages would be an additional benefit with Swedish or Danish preferredAs part of your Customer Support role, you will focus on:

• Providing technical support and problem resolution to customers at the RCSC;
• Providing remote support to all 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 as assigned;
• Conducting Customer Training
• Being involved in Complaint Review, Analysis and Trending process based on performance metrics;
• Providing occasional on-site support as and when required;
• Supporting our sales organisations with instrument / system demonstrations and the provision of technical responses as part of the tender process
• candidates with relevant experiences and background to become a global certified service trainer

You will be expected to live within commuting distance of Burgess Hill (UK) or be willing to relocate to the geographical area. 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 centres. Thereafter, you will also be required to attend periodic training on customer support operations and product offerings at various locations.Who you are:In addition to a degree level qualification in Biomedical Science/Engineering or equivalent, you will ideally have a background in service engineering and/or be able to demonstrate some experience of working in a laboratory setting. You will ideally have some experience with Roche Tissue and/or molecular Instruments, however this is not mandatory and full training will be given.Experience of Customer Service and being multilingual would be advantageous. The following additional languages are applicable:

• Fluent English mandatory, additional fluency in Swedish and or Danish preferred

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 recognized valuable source of information for our customers.Who we areAt Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.Our UK Diagnostics business, headquartered in Burgess Hill, West Sussex, employs approximately 560 highly skilled individuals. We provide the industry’s broadest range of diagnostics and monitoring products & services, spanning all sectors of the market: from small hand held devices used directly by patients or healthcare professionals, to large diagnostic instruments found in hospital laboratories.The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Roche Products Ltd. 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.