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Technical Support Specialist

2 months 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 front-line assistance to our clients. Your responsibilities will include the installation, maintenance, and repair of our advanced instrumentation directly at customer locations. The impact of your work is significant, influencing patient care and potentially saving lives. We seek a proactive problem solver who can think creatively and remain composed in high-pressure situations. Your commitment to continuous improvement and a customer-focused mindset will help us establish ourselves as the preferred partner in our sector. Your technical expertise, problem-solving skills, and ability to build strong relationships will be crucial in delivering an outstanding customer experience.

Location Requirements

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.

Service Territory: Atlantic Region

Key Responsibilities

Customer Support:

  • Deliver service and support to designated clients.
  • Collaborate with Roche Care Centre Technical Support Specialists, Lab Integration teams, and account managers to provide effective solutions and enhance support for Roche Diagnostics Canada clients.
  • Engage in service, sales, and customer meetings.
  • Provide backup support to fellow Representatives during peak workload periods.
  • Conduct quality control on instrumentation at the head office and manage instrument shipments.

Preventive Maintenance & Technical Updates:

  • Execute preventive maintenance on assigned instruments and systems.
  • Complete technical service updates on assigned instruments and systems in accordance with Roche Diagnostics Canada protocols and timelines.

Administrative Responsibilities:

  • Prepare Service Report Orders (SO).
  • Handle various administrative tasks, including expense management, timesheets, training planning, and technical documentation.

Instrument Installation Duties:

  • Conduct site assessments and complete necessary documentation.
  • Offer recommendations for creating suitable environments for Roche instrument installations.
  • Install Roche instrumentation and integrated solutions.
  • Ensure timely completion of paperwork and documentation.

Qualifications for Success

  • Outstanding communication skills in English.
  • Strong customer-centric approach with proven verbal and written communication abilities, capable of building relationships at all organizational levels.
  • Innovative thinker and adept problem solver.
  • Ability to maintain composure under pressure and stay focused.
  • Thorough and meticulous approach to problem-solving.
  • Diploma in electronic technology or a community college specialization 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 duties and flexibility to travel within North America and Europe.
  • Basic understanding of IT systems and network infrastructure.