Technical Support Specialist

3 weeks ago

Nova Scotia, Canada Roche Full time

Position Overview

Field Support Representative

In this pivotal role, you will be integral to delivering frontline assistance to our clients. Your responsibilities will include the installation, maintenance, and repair of our clients' diagnostic instruments on-site, directly influencing patient care and potentially saving lives. We seek a resourceful problem solver who remains composed in high-pressure situations. Your commitment to continuous improvement and a customer-focused mindset will enhance our reputation as a trusted partner in the industry. Your blend of technical expertise, unwavering problem-solving skills, and outstanding communication abilities will contribute to an exceptional customer experience.

Location

This position is situated in Nova Scotia, with preference for candidates residing in Halifax or Kentville. Relocation assistance is not available for this role.

Service Area: Atlantic Region

Key Responsibilities

Customer 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 support to fellow Representatives during peak workloads.
  • Conduct quality control on instrumentation at the head office and prepare instruments for shipment.

Preventive Maintenance & Technical Updates:

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

Administrative Responsibilities:

  • Complete Service Report Orders (SOs).
  • Undertake additional administrative tasks such as expense management, timesheets, training and development planning, and technical documentation.

Instrument Installation Duties:

  • Conduct site assessments and finalize all necessary documentation.
  • Provide recommendations for creating an optimal environment for Roche instrument installations.
  • Carry out the installation of 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 ability to engage and build 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 specialty in Biomedical Engineering.
  • Proficient in instrument computers, laptops, and personal computers.
  • Familiarity with Windows and common Office applications (Word, Excel, PowerPoint).
  • 2-3 years of experience in troubleshooting diagnostic instrumentation is advantageous.
  • Availability for standby duties and flexibility to travel within North America and Europe.
  • Basic understanding of IT systems and network infrastructure.

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