Field Support Representative

F. Hoffmann-La Roche Gruppe; Ontario; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading global healthcare company is seeking a Field Support Representative based in the Greater Toronto Area. In this role, you will provide vital support for laboratory equipment, ensuring optimal performance and outstanding customer service. The ideal candidate has over 5 years of experience in troubleshooting diagnostic tools, a diploma in electronic technology, and excellent communication skills. This position involves travel and offers the opportunity to significantly impact patient care.

Qualifications

• 5+ years of experience troubleshooting diagnostic instrumentation.
• Proven ability to build relationships at all levels.
• Must be available to work on standby and travel.

Responsibilities

• Provide excellent customer service to a designated group.
• Collaborate closely with team members for customer support.
• Participate actively in service and customer meetings.

Skills

Troubleshooting diagnostic instrumentation

Excellent communication skills

Customer-focused

Knowledge of Windows and Office programs

Familiarity with IT systems

Education

Diploma in electronic technology or Biomedical Engineering

Tools

Diagnostic instrumentation

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

Field Support Representative

Location:We are looking for candidates preferably based in the Greater Toronto Area - GTA.

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 andhave 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.