Field Support Representative
Field Support Representative
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Job Description
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
Reprsentant de soutien (solution de Biochimie):
Pour ce poste nous recherchons une personne qui habite dans la grande rgion de Montral de prfrence sur lle de Montral ou la rive-sud.
Un avenir plus sain. Cest ce qui nous pousse innover. Pour faire progresser continuellement la science et garantir chacun laccs aux soins de sant dont il a besoin aujourdhui et pour les gnrations venir. Crer un monde o nous avons tous plus de temps avec les personnes que nous aimons. Cest ce qui fait de nous Roche.
Roche est une entreprise prospre qui peut offrir des opportunits de carrire passionnantes. Nous encourageons et soutenons votre dveloppement dans les domaines qui vous intressent ce qui vous prparera la prochaine tape de votre cheminement de carrire. Nous savons que les gens sont responsables de notre succs et nous valorisons nos employs. Notre engagement est de crer un environnement de travail o se sentir valoris respect et responsabilis est une exprience quotidienne.
En tant que reprsentant de soutien vous faites partie dune quipe dexperts qui jouent un rle crucial dans le soutien des principaux hpitaux et laboratoires dans linstallation et le bon fonctionnement de leur quipement de laboratoire central en biochimie analyse durine et automation.. Vous tes un rsolveur de problmes efficace passionn par le milieu de la sant et comprenez limportance de nos solutions sur lexprience client et les soins aux patients. Votre passion pour la rsolution de problmes et la satisfaction client est soutenue par vos connaissances techniques pour offrir une exprience client incomparable. Vous fournirez un soutien rapide prcis et cohrent nos clients afin de minimiser les perturbations dans la prestation de leurs services de diagnostic.
Lopportunit :
- tablir des relations avec les oprateurs et les gestionnaires de systmes de laboratoire pour une clientle ddie et utiliser vos solides comptences en communication et en coute active pour identifier et diagnostiquer les problmes des clients et fournir une rsolution prcise et rapide
- Utiliser une approche centre sur le client pour offrir une exprience client sans faille et positive
- Communiquer rgulirement avec les membres de la brigade rgionale et le gestionnaire assistance client pour obtenir ou partager un point de vue sur lenvironnement client ses attentes et son exprience
- Participer aux runions de service de vente et des clients
- Soutenir les autres reprsentants de soutien pour la couverture des vacances et des rotations de jours fris.
- Collaborer avec lquipe dassistance client sur les installations (inspections pralables sur site installation technique) les mises niveau et la rsolution des problmes
- Effectuer la maintenance prventive et la rsolution des bulletins de service technique pour votre clientle assigne et identifier de manire proactive les problmes potentiels et les signaler au responsable assistance client
- Se conformer aux normes administratives et dexprience client chaque interaction de service
- Participer une rotation de garde (standby) pour le support aprs les heures de travail.
Qui vous tes :
Diplme dtudes collgiales en technologie lectronique ou formation connexe
5 annes ou plus dexprience pertinente en service sur le terrain lexprience en laboratoire est considre comme un atout important
Une exprience pralable en soutien la clientle est requise
Dans ce poste vous serez en contact avec des collgues partout au Canada donc un niveau danglais comptent et une matrise du franais sont requis (crit et parl)
Connaissance des systmes informatiques et de linfrastructure rseau et de lorientation client
Comme il sagit dun rle sur le terrain des dplacements frquents sur le territoire du Qubec sont ncessaires en plus des dplacements priodiques pour soutenir nos clients au Canada en plus de dplacements en Europe et aux tats-Unis pour la formation
Le remboursement des dpenses de dmnagement nest pas offert pour ce poste.
Field Support Representative (Core Lab)
For this position we are looking for a person who lives in the greater Montreal area with a preference for on island or south shore.
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.
Roche is a successful company that can offer exciting career opportunities. We encourage and support your development in areas of your interest which will prepare you for the next level in your career path. We know that people are responsible for our success and we value our employees. Our commitment is to create a work environment where feeling valued respected and empowered is a daily experience.
As the Field Support Representative you are 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 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.
The Opportunity:
Building relationships with laboratory systems operators and managers for a dedicated customer base and use your strong communication and active listening skills to identify and diagnose customer issues and provide accurate and timely resolution
Using a customer centric focus to deliver a flawless and positive customer experience
Communicating regularly with regional squad members and the Customer Support Manager to gain or share perspective on the customer environment their expectations and their experience
Participate in service sales and customer meetings
Back-up other Support Representatives for vacation and holiday rotation coverage.
Collaborating with the Customer Support team on installations (pre-site inspections technical installation) upgrades and issue resolution
Performing preventative maintenance and technical service bulletin resolution for your assigned customer base and proactively identify potential issues and highlight these to the Customer Support Lead
Complying to administrative and customer experience standards with each service interaction
Participate in on-call (standby) rotation for after-hours support.
Who you are:
Diploma of collegial studies in electronic technology or related education
5 years of relevant field service experience laboratory experience is considered a strong asset
Prior customer support experience is required
In this position you will be in contact with colleagues across Canada so a proficient level of English and fluency in French is required (written and spoken)
Knowledge of IT systems & Network infrastructure and Customer Centricity
As this is a field based role frequent travel within the Quebec territory is required in addition to periodic travel for supporting our customers within Canada Europe and the United States for training
Relocation benefits are not available for this posting.
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 life-changing healthcare solutions that make a global impact.
Lets build a healthier future together.
Roche is an Equal Opportunity Employer.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
