Field Support Specialist

2 weeks ago

Nova Scotia, Canada Roche Full time

About the Role

We are seeking a highly skilled and customer-focused Field Support Representative to join our team at Roche. As a key member of our front-line support team, you will play a critical role in delivering 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 and Account Managers, to provide solutions and improve customer support.
  • Participate in service, sales, and customer meetings to build 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 and expense management.

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 remain calm under pressure.
  • Diploma of Collegial Studies in Electronic Technology or Community College Specialty in Biomedical Engineering.
  • 2-3 years of service experience in diagnostics instrumentation troubleshooting, with knowledge of instrument computer, laptop, and personal computer systems.
  • Ability to work on standby and travel within North America and Europe.

What We Offer

As a Field Support Representative at Roche, you will have the opportunity to work with a talented team, develop your skills and expertise, and make a meaningful contribution to our customers' success.

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