Field Support Representative

Job description

The Position

Field Service Representative

As part of a collaborative team, you play a critical 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, 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, relentless problem solving and exceptional relationship building and communication will help provide a stellar customer experience. 

This position is based in Nova Scotia with the ideal candidate located in Halifax or Kentville.

Territory: Atlantic Region

What you'll do

Service support:

• Provide service and support for the assigned customers
• Assist Roche Care Centre Technical Support Specialists, Lab Integration, (Senior Lab Advisors and Technical Senior Advisors), Field Application Specialists (FAS) as well as account managers in order to provide solutions and improve the support of Roche Diagnostics Canada customers;
• Participate in service, sales and customer meetings
• Back-up other Support Representatives during heavy workload and when required
• Perform instrumentation QC in head office and prepare the instrument shipment

Preventive Maintenance & Technical Service Bulletins:

• Perform preventative maintenance for the assigned instruments and systems
• Complete technical service bulletins on assigned instruments and systems, as per Roche Diagnostics Canada guidelines and timelines

Administrative duties:

• Complete Service Report Orders (SO);
• Complete other administrative duties (ex. Expense management system, Timesheets, training and development planning, e-mails, technical reading)

Instrument Installation process:

• Perform site inspections and complete all required documentation
• Provide recommendations in preparing adequate environment for Roche instruments installations
• Install Roche instrumentation and integrated solutions
• Complete paperwork and documentation in a timely manner

What you'll need to be successful

• Exceptional communication skills in English
• Highly customer centric with excellent verbal and written communication, having a demonstrated ability to interact and build relationships at all levels
• Out-of-the box thinker and master problem solver
• Able to keep calm under pressure and maintain focus
• Thorough, rigorous and exhaustive approach to problem solving
• Diploma of collegial studies in electronic technology or community college Specialty in Biomedical Engineering
• Knowledge of instrument computer, laptop and personal computer 
• Knowledge of Windows and common Office programs (word, excel, PowerPoint)
• 2-3 years of service experience in diagnostics instrumentation troubleshooting (a Plus)
• Must be available to work on Standby and be flexible to travel within North America and Europe
• Minimum knowledge of IT systems & Network infrastructure

Relocation benefits are available for this position.

Who we are

At 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.

As of January 4, 2022, Roche requires all new employees who work in Canada to be fully vaccinated against COVID-19 on the date they take office. This requirement is a condition of employment at Roche that applies regardless of whether the position is on a Roche campus or remotely. If you have a valid reason for not being fully immunized, which is limited to certain specific medical reasons or other valid reasons protected by applicable human rights laws, you may request an exemption and / or adaptation measures regarding this vaccination requirement.

Roche is an Equal Opportunity Employer.