Technical Support and Service Representative

6 days ago

Toronto, Ontario, Canada Roche Full time

About the Role

The Technical Support and Service Representative plays a vital role in creating a stellar customer experience by providing customer-facing support and technical expertise. This specialized support role requires a unique blend of mechanical and applications knowledge, as well as strong troubleshooting capabilities.

Key Responsibilities

  • Resolve complex hardware and application issues for a wide range of medical testing equipment
  • Perform installations, de-installations, preventative maintenance, and emergency repairs
  • Present Roche hardware, technical, and application solutions to customers during demos
  • Perform pre-site inspections, instrument updates, and modifications
  • Provide customer training and act as a senior expert for specific product lines
  • Collaborate with colleagues to lead complex projects from start to finish
  • Complete administrative tasks and documentation in a timely manner
  • Maintain tools and trunk stock, and collaborate with colleagues to achieve business objectives

Requirements

  • 3+ years of experience in a diagnostic laboratory environment
  • Exceptional communication skills (oral and written)
  • Strong mechanical, technical, and application ability and experience
  • Understanding of IT and networking
  • Consistent customer-centric mindset, organization, prioritization, and time management skills
  • Critical thinking and problem-solving abilities under pressure
  • Familiarity with RFP process and strong commercial focus
  • Experience managing complex projects

What We Offer

  • A dynamic and inclusive work environment
  • Opportunities for professional growth and development
  • A competitive compensation and benefits package

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