At Roche you can show up as yourself embraced for the unique qualities you bring. 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 Position

Technical Support and Service Representative

A healthier future. Its 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. Thats what makes us Roche.

This position will support Roches Clinical Chemistry Portfolio in Ottawa. The successful candidate will need to be located in the Greater Ottawa region. Relocation benefits are not provided for this role.

As a Technical Support and Service Representative you will provide crucial customerfacing support playing a key role in crafting a stellar customer experience. You will have a very specialized support role encompassing expertise with hybrid abilities including both application knowledge and hardware. Your work will have a direct impact on patient care and the healthcare system.

The Opportunity

• You will provide firstline customer support and troubleshooting assistance for Roche systems (clinical chemistry and immunochemistry).

• You will coordinate with service and support colleagues (Field Service Representatives (FSRs) Field Applications Specialists (FASs)Technical Support Specialist (TSS) and Global colleagues) to lead issue escalation and resolution.

• You will lead communication with 2nd Level Support for complex hardware/application issues

• You will demonstrate judgment and urgency to escalate customer support issues resolving requests and complaints promptly.

• You will share knowledge with internal and external stakeholders through training programs product demonstrations troubleshooting exercises or technical product bulletins.

• You will act as an assay applications consultant providing guidance to operators preinstallation during installation validation and in the operational phase.

• You will work closely with the Customer Support team to identify opportunities to improve the customer experience.

• You will proactively work with customers to mitigate potential issues or provide performance improvement opportunities.

• You will perform minor hardware troubleshooting fixes and adjustments (approximately 15 of the role)

• You will conduct onsite support during regular site visits and provide virtual/phone support when necessary. Record customer interactions and visits according to Roches policies.

Who you are

• You will bring Postsecondary education in electronic technology Biomedical Engineering and/or a sciencebased field of study along with 3 years of experience in a diagnostic laboratory environment

• You demonstrate outstanding communication and active listening skills while being skilled at relationship building.

• You possess deep technical abilities along with an understanding of IT and networking and you are comfort working with tools and diagnostic service software for minor hardware fixes

• You demonstrate Roches mindset and behaviors with a strong customer and patient focus.

• You will excel at organization prioritization and time management skills with flexibility for frequent travel and availability for 24/7 standby rotation.

Preferred

• You demonstrate French language proficiency

• You demonstrate experience on Roche instrumentation

Relocation benefits are not provided for this role.

Who we are

A healthier future drives us to innovate. Together more than 100000 employees across the globe are dedicated to advance science ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities foster creativity and keep our ambitions high so we can deliver lifechanging healthcare solutions that make a global impact.

Lets build a healthier future together.

Roche is an Equal Opportunity Employer.