Field Support Representative

Roche; Manitoba; On-site; CAD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated service representative to provide critical support for diagnostic instrumentation. This role involves direct customer interaction, where your exceptional communication skills and technical expertise will ensure optimal service delivery. You'll be responsible for installations, preventive maintenance, and troubleshooting, all while maintaining a calm demeanor under pressure. Join a collaborative team that values continuous improvement and customer satisfaction, and make a real difference in patient care. If you have a passion for technology and a knack for problem-solving, this opportunity is perfect for you.

Qualifications

• 2-3 years of service experience in diagnostics instrumentation troubleshooting.
• Thorough approach to problem solving and technical support.

Responsibilities

• Provide service and support for assigned customers.
• Perform preventative maintenance and technical service bulletins.

Skills

Exceptional communication skills

Customer-centric approach

Problem-solving

Ability to work under pressure

Technical knowledge of instrumentation

Education

Diploma of collegial studies in electronic technology

Specialty in Biomedical Engineering

Tools

Windows

Microsoft Office (Word, Excel, PowerPoint)

Job description

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.

This position is based in Nova Scotia with the ideal candidate located in Halifax or Kentville. Relocation benefits will not be provided for this role.

Territory : Atlantic Region

What you'll do

Service support :

• 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 during heavy workload and when required
• Perform instrumentation QC in head office and prepare the instrument shipment

Preventive Maintenance & Technical Service Bulletins :

• 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
• Complete Service Report Orders (SO);
• Complete other administrative duties (e.g., Expense management system, Timesheets, training and development planning, e-mails, technical reading)

Instrument Installation process :

• Perform site inspections and complete all required documentation
• Provide recommendations in preparing adequate environment for Roche instruments installations
• Install Roche instrumentation and integrated solutions
• Complete paperwork and documentation in a timely manner

What you'll need to be successful

• Exceptional communication skills in English
• Highly customer centric with excellent verbal and written communication, having a demonstrated ability to interact and build relationships at all levels
• Out-of-the-box thinker and master problem solver
• Able to keep calm under pressure and maintain focus
• Thorough, rigorous, and exhaustive approach to problem solving
• Diploma of collegial studies in electronic technology or community college Specialty in Biomedical Engineering
• Knowledge of instrument computer, laptop, and personal computer
• Knowledge of Windows and common Office programs (Word, Excel, PowerPoint)
• 2-3 years of service experience in diagnostics instrumentation troubleshooting (a plus)
• Must be available to work on standby and be flexible to travel within North America and Europe
• Minimum knowledge of IT systems & Network infrastructure