Field Support Representative

F. Hoffmann-La Roche AG; Canada; On-site; CAD 75,000 - 90,000; Full time

Job summary

A global healthcare company is looking for a Field Support Representative in Calgary, Alberta. This role involves providing exceptional customer service and technical support for lab instrumentation. The ideal candidate will have a diploma in electronic technology, over 5 years of relevant experience, and strong problem-solving and communication skills. This position requires travel within North America and Europe, and a valid Canadian driver's license is mandatory.

Benefits

Flexible work environment

Work with innovative technology

Collaborative team atmosphere

Qualifications

• 5+ years of experience troubleshooting diagnostic instrumentation.
• Ability to build relationships with individuals at all levels.
• Highly customer-focused with excellent communication skills.

Responsibilities

• Provide excellent customer service and support to customers.
• Perform installations, maintenance, and repairs of instrumentation on site.
• Collaborate with team members to ensure comprehensive support.

Skills

Relationship building

Problem-solving

Customer service

Technical expertise

Communication skills

Education

Diploma of collegial studies in electronic technology

Specialty in Biomedical Engineering

Tools

Windows

Microsoft Office (Word, Excel, PowerPoint)

Job description

Field Support Representative page is loaded

Field Support Representative

Apply locations Alberta Western Canada time type Full time posted on Posted Yesterday job requisition id 202508-119854

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

Field Support Representative

Location: The successful candidate must be based in Calgary, Alberta.

This position will support hardware for Core Lab (Chemistry and Immunochemistry)

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 meaningful 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, steadfast problem solving and outstanding relationship building and communication will help provide a stellar customer experience.

The Opportunity

• Provide excellent customer service and support to a designated group of customers, ensuring their needs are met and issues are resolved promptly.

• Collaborate closely with team members, including Roche Care Centre Technical Support Specialists, Lab Integration Specialists, Field Application Specialists, and Account Managers to guarantee customers receive complete and efficient support.

• Participate actively in service, sales, and customer meetings, chipping in your technical expertise and insights to improve customer relationships and drive business growth.

• Provide crucial back-up support to other Support Representatives, ensuring detailed service continuity and maintaining high levels of customer satisfaction.

• Enhance equipment uptime and reliability by performing preventative maintenance in accordance with established Roche Diagnostics Canada guidelines and schedules.

• Ensure peak equipment performance and regulatory compliance by adhering to guidelines and timelines when completing technical service bulletins.

• Conduct detailed site inspections and meticulously complete all required documentation, ensuring compliance with safety and regulatory standards and maintaining accurate service records.

• Offer expert recommendations for preparing suitable environments for Roche instrument installations

• Skillfully install Roche instrumentation and integrated solutions, ensuring that they are correctly configured, calibrated, and tested to meet customer needs and specifications.

Who you are

• You hold a diploma of collegial studies in electronic technology or community college Specialty in Biomedical Engineering and have 5+ years of experience troubleshooting diagnostic instrumentation

• You have a proven ability to interact and build relationships with individuals at all levels, possess excellent written and verbal communication skills and you are highly customer-focused

• You demonstrate knowledge of Windows and common Office programs (word, excel, PowerPoint)

• You are familiar with IT systems and network infrastructure

• You must be available to work on Standby and be flexible to travel within North America and Europe

• You have a valid Canadian driver's license

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.

Roche is an Equal Opportunity Employer.

About Us

We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world.

That is why we come to work each 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.

We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world.