Field Service / Maintenance Support Specialist

F. Hoffmann-La Roche Gruppe; Scotia; On-site; CAD 60,000 - 80,000; Full time

Job summary

Join a leading company in the healthcare sector as a customer support specialist for diagnostics instrumentation. You will be key in maintaining and installing equipment, ensuring quality service to impact patient care positively. This role requires strong technical skill, customer engagement, and flexibility to travel.

Qualifications

• 2-3 years of service experience in diagnostics instrumentation troubleshooting is a plus.
• Demonstrated ability to interact and build relationships at all levels.
• Availability to work on Standby and flexibility to travel within North America and Europe.

Responsibilities

• Perform installations, maintenance, and repairs of instrumentation on site.
• Provide service and support for the assigned customers.
• Participate in service, sales, and customer meetings.

Skills

Customer-centric approach

Verbal communication

Written communication

Problem solving

Relationship building

Education

Diploma of collegial studies in electronic technology

Community college Specialty in Biomedical Engineering

Bachelor or master degree

Tools

Windows

Microsoft Office (Word, Excel, PowerPoint)

Job description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

At Roche, we are passionate about transforming patients’ lives, and we are bold in both decision and action - we believe that good business means a better world. That is why we come to work every single day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. Roche is strongly committed to a diverse and inclusive workplace. We strive to build teams that represent a range of backgrounds, perspectives, and skills. Embracing diversity enables us to create a great place to work and to innovate for patients.

As part of a collaborative team, you play a critical role in front line support for our customers. By performing installations, maintaining and repairing our customers’ instrumentation on site, the work you perform has a direct impact on patient care and has the ability to change and save lives. You will be a master problem solver, out-of-the box thinker who acts as a calming source under stressful situations. Your passion for continuous improvement and customer-centric approach will help us to become the partner of choice in our industry. The pairing of your strong technical ability, relentless problem solving and exceptional relationship building and communication will help provide a stellar customer experience.

The Opportunity

• Provide service and support for the assigned customers.
• Assist Roche Care Centre Technical Support Specialists, Lab Integration, (Senior Lab Advisors and Technical Senior Advisors), Field Application Specialists (FAS) as well as account managers in order to provide solutions and improve the support of Roche Diagnostics Canada customers.
• Participate in service, sales and customer meetings.
• Back-up other Support Representatives.
• Perform preventative maintenance for the assigned instruments and systems.
• Complete technical service bulletins on assigned instruments and systems, as per Roche Diagnostics Canada guidelines and timelines.
• Perform site inspections and complete all required documentation.
• Provide recommendations in preparing adequate environment for Roche instruments installations.
• Install Roche instrumentation and integrated solutions.

Who you are

• Highly customer centric with excellent verbal and written communication, having a demonstrated ability to interact and build relationships at all levels.
• Diploma of collegial studies in electronic technology or community college Specialty in Biomedical Engineering.
• Knowledge of Windows and common Office programs (Word, Excel, PowerPoint).
• Must be available to work on Standby and be flexible to travel within North America and Europe.
• Minimum knowledge of IT systems & Network infrastructure.

Preferred

• 2-3 years of service experience in diagnostics instrumentation troubleshooting (a Plus).
• Bachelor or master degree preferred.

Relocation benefits are not available for this position.

Who we are

A healthier future drives us to innovate. Together, more than 100,000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.