Field Support Representative

F. Hoffmann-La Roche AG; London; Hybrid; CAD 79,000 - 104,000; Full time

Job summary

Roche in Ontario is seeking a Field Support Representative to install, maintain and repair diagnostic instrumentation on site, supporting Core Lab hardware and ensuring patient care impact is optimized. You will collaborate with multiple Roche teams to guarantee timely, accurate service delivery.

The role requires a senior technician with Windows/Office proficiency, readiness to travel within North America or Europe, and a valid Canadian driver's license.

Qualifications

• Diploma in electronics or Biomedical Engineering and 5+ years of experience troubleshooting diagnostic instrumentation.
• Proven ability to interact and build relationships with individuals at all levels, with strong written and verbal communication.
• Knowledge of Windows and common Office programs (Word, Excel, PowerPoint).
• Familiarity with IT systems and network infrastructure.
• Available for standby and travel within North America or Europe.
• Valid Canadian driver’s license.

Responsibilities

• Provide excellent customer service and support to a designated group of customers, ensuring needs are met and issues resolved promptly.
• Collaborate with Roche Care Centre Technical Support Specialists, Lab Integration Specialists, Field Application Specialists, and Account Managers to ensure complete and efficient support.
• Participate in service, sales, and customer meetings, contributing technical expertise and insights to improve relationships and drive growth.
• Provide back-up support to other Support Representatives to ensure continuity and high customer satisfaction.
• Enhance equipment uptime and reliability by performing preventative maintenance per Roche Diagnostics Canada guidelines and schedules.
• Ensure peak equipment performance and regulatory compliance by following guidelines and timelines with service bulletins.
• Conduct detailed site inspections and complete all required documentation for safety and regulatory standards.
• Offer expert recommendations for preparing suitable environments for Roche instrument installations.
• Skillfully install Roche instrumentation and integrated solutions, ensuring correct configuration, calibration, and testing.

Skills

Customer focus

Communication skills

Windows OS

Office suite

Education

Collegial diploma in electronics or Biomedical Engineering

Tools

IT systems

Network infrastructure

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. 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. Roche is an Equal Opportunity Employer. We believe it's urgent to deliver medical solutions right now - even as we develop innovations for the future.

The Position Field Support Representative

Location: Candidates must be based in Ontario - London Area.

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

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 or/and Europe.
• You have a valid Canadian driver's license.

Relocation benefits are not available for this position.

The expected salary range for this position based on the primary location of Ontario is 79,144.00 and 103,876.50 of hiring range.

Actual pay will be determined based on experience, qualifications, and other job-related factors as determined by the company.

We use artificial intelligence to screen, assess or select applicants for this role. This posting is for an existing vacancy at Hoffmann-La Roche Ltd.

Roche is an Equal Opportunity Employer. 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 many, working as one across functions, across companies, and across the world. We are Roche.