Technical Support Specialist

4 weeks ago

Toronto, Ontario, Canada Roche Full time

Job Summary

We are seeking a skilled Technical Support Specialist to join our team at Roche. As a key member of our support team, you will be responsible for providing top-notch service and support to our customers.

Key Responsibilities

  • Install, maintain, and repair instrumentation at customer sites.
  • Manage individual car stock of spare parts and acquire spare parts as needed.
  • Provide IT support, including hardware and software assistance.
  • Interface with Technical Support Specialists and Technical Support Representatives to resolve customer issues.

Accountabilities

  • Provide service support to assigned customers, including standby rotation for after-hours support.
  • Assist Roche Care Centre Technical Support Specialists and Technical Support Representatives in providing solutions to improve customer support.
  • Participate in service meetings as requested by the Regional Support Manager or Senior Advisor.
  • Back up other Support Representatives during heavy workload periods.
  • Perform instrumentation QC in the head office and prepare instrument shipments as per Service Coordination requests.

Preventive Maintenance & Technical Service Bulletins

  • Perform preventative maintenance for assigned customers.
  • Complete technical service bulletins on assigned customers as per Roche Diagnostics Canada guidelines and timelines.

Administrative Duties

  • Complete Service Report Orders (SO).
  • Complete other administrative duties, including expense management, Timesheets, and training planning.

Instrument Installation Process

  • Perform site inspections and complete required documentation.
  • Provide recommendations for preparing adequate environments for Roche instrument installations.
  • Install Roche instrumentation at customer sites as per Roche Diagnostics Canada guidelines.

Training

  • Attend training on appointed Roche instrumentation.

Requirements

  • Diploma of collegial studies in electronic technology or community college specialty in biomedical engineering.
  • Knowledge of instrument computers, laptops, and personal computers, as well as Windows and common Office programs.
  • 2-3 years of service experience in diagnostics instrumentation troubleshooting (a plus).
  • Availability to work on standby and flexibility to travel.
  • Minimum knowledge of IT systems and network infrastructure.

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