Technical Support Specialist

3 weeks ago

Nova Scotia, Canada Roche Full time

Position Overview

Field Support Representative

In this pivotal role, you will be an essential part of a dedicated team, providing frontline assistance to our clients. Your responsibilities will include the installation, maintenance, and repair of our customers' diagnostic instruments on-site, significantly influencing patient care and having the potential to enhance and save lives. You will be recognized as a skilled problem solver and innovative thinker, capable of remaining composed in high-pressure situations. Your commitment to continuous improvement and a customer-focused mindset will position us as the preferred partner in our sector. The combination of your strong technical skills, unwavering problem-solving abilities, and exceptional relationship-building and communication skills will contribute to delivering an outstanding customer experience.

Location

This role is situated in Nova Scotia, with a preference for candidates residing in Halifax or Kentville. Please note that relocation assistance is not available for this position.

Coverage Area: Atlantic Region

Key Responsibilities

Service Support:

  • Deliver service and support to designated clients.
  • Collaborate with Roche Care Centre Technical Support Specialists, Lab Integration, Senior Lab Advisors, Technical Senior Advisors, and Field Application Specialists to provide solutions and enhance support for Roche Diagnostics Canada clients.
  • Engage in service, sales, and customer meetings.
  • Provide backup for other Support Representatives during peak workloads and as needed.
  • Conduct quality control on instrumentation at the head office and prepare instruments for shipment.

Preventive Maintenance & Technical Service Bulletins:

  • Execute preventive maintenance on assigned instruments and systems.
  • Complete technical service bulletins for assigned instruments and systems according to Roche Diagnostics Canada protocols and timelines.

Administrative Responsibilities:

  • Complete Service Report Orders (SO).
  • Manage other administrative tasks, including expense management, timesheets, training and development planning, and technical documentation.

Instrument Installation Process:

  • Conduct site inspections and complete all necessary documentation.
  • Provide recommendations for creating suitable environments for Roche instrument installations.
  • Install Roche instruments and integrated solutions.
  • Ensure timely completion of paperwork and documentation.

Qualifications for Success

  • Excellent communication skills in English.
  • Strong customer-centric approach with proven verbal and written communication skills, demonstrating the ability to interact and build relationships at all levels.
  • Innovative thinker and adept problem solver.
  • Ability to maintain composure under pressure and stay focused.
  • Detail-oriented and thorough in problem-solving approaches.
  • Diploma in electronic technology or a community college specialty in Biomedical Engineering.
  • Familiarity with instrument computers, laptops, and personal computers.
  • Proficient in Windows and common Office applications (Word, Excel, PowerPoint).
  • 2-3 years of experience in diagnostics instrumentation troubleshooting is advantageous.
  • Availability for standby work and flexibility to travel within North America and Europe.
  • Basic knowledge of IT systems and network infrastructure.

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