Product Specialist, Molecular & Tissue Diagnostics (Swedish/Norwegian Speaker)
Burgess Hill (West Sussex) IT development
Job description
The Position
We are recruiting for a Product Specialist, located in either the UK, Sweden or Norway, to join our Regional Customer Support Centre. This role is to provide technical and scientific support for products from Roche Molecular Systems and Tissue Diagnostics business areas for our customers in the UK & Ireland, Nordics and South Africa. Fluency in English, Swedish & Norwegian are required.
Our instruments and reagent systems are used in clinical microbiology, virology, and drug discovery laboratories worldwide. We offer a standardized and optimized approach to our extraction and PCR process that assists pathologists in recommending treatment solutions that deliver superior patient care. Our customers consist of hospital-based labs, independent reference labs, medical research centers, and drug discovery laboratories of the largest pharmaceutical and biotechnology companies in the industry.
The Regional Customer Support Centre is a remote support role handling customer and employee enquiries via the phone or in written form. In addition to identifying and troubleshooting complex issues the role also includes a variety of support activities including customer training, information and knowledge transfer and on site activities supporting technical support and sales personnel.
What will you do?
You will be responsible for primarily telephone- based customer service support across our diagnostic and analytical systems and for supporting key customers in laboratories and hospitals. You will develop strong relationships with Roche customers, field staff and global divisions, and provide sustainable solutions for complex support cases by driving results and a first-class service for our customers.
As part of your Customer Support role, you will focus on:
Providing Technical/Applications 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
Conducting Customer Training in our Training Laboratories based in the UK Burgess Hill Office and on customer site;
Being involved in Complaint Review, Analysis and Trending process based on performance metrics;
Providing on-site support as and when required;
Supporting our sales organizations with instrument/system demonstrations and the provision of technical responses as part of the tender process.
Who are you?
You are somebody that strives under pressure and has a troubleshooting mind. The ideal candidate will hold a degree level qualification in Biomedical Science or an equivalent scientific degree and several years’ experience in the diagnostic industry or hospital environment.
You are motivated by exceeding customer expectations, and instilling knowledge.
Self-motivated, you are full of initiative, taking ownership and pride in your work.
Customer focused, you will be capable of working with minimum supervision and manage your time effectively.
You will be expected to live within commuting distance to Burgess Hill (if applying from within the UK) or in Sweden or Norway (home based).
In addition you will need to be bilingual verbal and written skills in Swedish, Norwegian and English
Familiarity with Roche products and instrumentation used in clinical diagnostics or research departments would be an advantage.
Requirements
In addition to a degree level qualification in Biomedical Science or equivalent, you will ideally have a background in Molecular Biology and will be able to demonstrate some experience of working in a hospital laboratory.
You will ideally have some experience with Roche Molecular and/or Tissue Instruments, however, full training will be provided.
Experience in Customer Service and being multilingual would be advantageous. Fluency in English, Swedish & Norwegian are required.
Team oriented & customer focused, you will possess a confident working approach and show a proven ability to deliver under pressure in a rich multi-cultural environment.
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;
What will we offer?
We will offer you a competitive salary package and first class industry recognised product training program. The training programs will be designed to develop you as a person and a recognised valuable source of information for our customers. This is an excellent opportunity for a Biomedical Scientist (Molecular), an Engineer or equivalent to join Roche Diagnostics, the world’s leading health supplier in In-Vitro Diagnostics.
This exciting position, either office based in Burgess Hill (West Sussex, United Kingdom) or remote based in Sweden or Norway to be part of Roche Molecular Solutions which includes Molecular and Tissue Diagnostics (RMS); the world’s leading supplier of automated diagnostic systems to the pathology market.
Best of luck with your application.
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.
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.