Field Support Representative

3 weeks ago


Laval, Quebec, Canada Roche Full time

About the Position

We are seeking a highly skilled and passionate individual to join our team as a Field Support Representative for Diagnostic Solutions. As a key member of our customer support team, you will be responsible for delivering exceptional customer experiences throughout the longest phase of our customers' journey.

Key Responsibilities

  • Establish strong relationships with system operators and laboratory managers to build a dedicated customer base.
  • Utilize your excellent communication and active listening skills to identify and diagnose customer issues and provide prompt and accurate resolutions.
  • Collaborate with the customer support team to deliver a transparent and positive customer experience.
  • Regularly communicate with regional team members and the Customer Support Manager to gain or share insights on the customer environment, their expectations, and experience.
  • Participate in the on-call rotation for after-hours support or vacation coverage with your FSR team.
  • Work with the customer support team on installations (pre-site inspections, technical installations), upgrades, and issue resolution.
  • Perform preventive maintenance and resolve technical service bulletins for your assigned customer base and proactively identify potential issues and report them to the Customer Support Manager.
  • Adhere to administrative and customer experience standards at every service interaction.

Requirements for Success

  • Diploma in Electronics Technology or College Community College Specialization in Biomedical.
  • 5+ years of experience in medical engineering, with laboratory experience considered a significant asset.


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