Field Support Specialist

2 months ago

Nova Scotia, Canada Roche Full time

About the Role

We are seeking a highly skilled and customer-focused Field Support Specialist to join our team at Roche. As a key member of our front-line support team, you will play a critical role in providing exceptional service and support to our customers.

Key Responsibilities

  • Provide service and support for assigned customers, including troubleshooting and resolving technical issues.
  • Collaborate with internal teams, including Technical Support Specialists, Lab Integration, and Field Application Specialists, to provide solutions and improve customer support.
  • Participate in service, sales, and customer meetings to build strong relationships and drive business growth.
  • Perform preventative maintenance on assigned instruments and systems, and complete technical service bulletins as required.
  • Complete administrative tasks, including Service Report Orders, expense management, and training and development planning.
  • Install Roche instrumentation and integrated solutions, and complete paperwork and documentation in a timely manner.

Requirements

  • Exceptional communication skills in English, with the ability to interact and build relationships at all levels.
  • Highly customer-centric with excellent verbal and written communication skills.
  • Out-of-the-box thinker and master problem solver, with the ability 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, as well as Windows and common Office programs.
  • 2-3 years of service experience in diagnostics instrumentation troubleshooting, with a strong understanding of IT systems and network infrastructure.
  • Ability to work on standby and be flexible to travel within North America and Europe.

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