Field Support Representative

Roche; Toronto; Remote; CAD 70,000 - 90,000; Full time

Job summary

A leading healthcare company is seeking a Field Support Representative to support key hospitals and laboratories in Ontario. The role requires 5+ years of field service experience, strong problem-solving skills, and proficiency in both English and French. You will deliver timely and accurate support to minimize disruptions in diagnostic services. The position involves frequent travel across the Quebec territory and minimal training travel to Europe and the US. Relocation benefits are not available.

Qualifications

• 5+ years of relevant field service experience, laboratory experience is a strong asset.
• Prior customer support experience is required.
• Knowledge of IT systems & network infrastructure and customer centricity.

Responsibilities

• Building relationships with laboratory systems operators and managers.
• Providing timely, accurate customer support to minimize disruption.
• Participating in service, sales, and customer meetings.

Skills

Problem solving

Customer service

Strong communication

Technical knowledge

Education

Diploma of collegial studies in electronic technology

Job description

Overview

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.

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.

Position (French)

Représentant de soutien (solution de Biochimie): Pour ce poste, nous recherchons une personne qui habite dans la grande région de Montréal, de préférence sur l’île de Montréal ou la rive-sud.

En tant que représentant de soutien, vous faites partie d’une équipe d’experts qui jouent un rôle crucial dans le soutien des principaux hôpitaux et laboratoires dans l’installation et le bon fonctionnement de leur équipement de laboratoire central en biochimie, analyse d’urine et automation. Vous êtes un résolveur de problèmes efficace, passionné par le milieu de la santé et vous comprenez l’importance de nos solutions sur l’expérience client et les soins aux patients. Vous fournirez un soutien rapide, précis et cohérent pour minimiser les perturbations dans la prestation de services de diagnostic.

The Opportunity (French)

• Établir des relations avec les opérateurs et les gestionnaires de systèmes de laboratoire pour une clientèle dédiée et utiliser vos solides compétences en communication et en écoute active pour identifier et diagnostiquer les problèmes des clients et fournir une résolution précise et rapide
• Utiliser une approche centrée sur le client pour offrir une expérience client sans faille et positive
• Communiquer régulièrement avec les membres de la brigade régionale et le gestionnaire, assistance client pour obtenir ou partager un point de vue sur l’environnement client, ses attentes et son expérience
• Participer aux réunions de service, de vente et des clients
• Soutenir les autres représentants de soutien pour la couverture des vacances et des rotations de jours fériés
• Collaborer avec l’équipe d’assistance client sur les installations (inspections préalables sur site, installation technique), les mises à niveau et la résolution des problèmes
• Effectuer la maintenance préventive et la résolution des bulletins de service technique pour votre clientèle assignée et identifier de manière proactive les problèmes potentiels et les signaler au responsable, assistance client
• Se conformer aux normes administratives et d’expérience client à chaque interaction de service
• Participer à une rotation de garde (standby) pour le support après les heures de travail

Who you are (French)

• Diplôme d'études collégiales en technologie électronique ou formation connexe

• 5 années ou plus d'expérience pertinente en service sur le terrain, l'expérience en laboratoire est considérée comme un atout important

• Une expérience préalable en soutien à la clientèle est requise

• Dans ce poste, vous serez en contact avec des collègues partout au Canada, donc un niveau d'anglais compétent et une maîtrise du français sont requis (écrit et parlé)

• Connaissance des systèmes informatiques et de l'infrastructure réseau et de l'orientation client

• Comme il s'agit d'un rôle sur le terrain, des déplacements fréquents sur le territoire du Québec sont nécessaires en plus des déplacements périodiques pour soutenir nos clients au Canada, en plus de déplacements en Europe et aux États-Unis pour la formation

Le remboursement des dépenses de déménagement n’est pas offert pour ce poste.

Position (English)

Field Support Representative (Core Lab)

For this position, we are looking for a person who lives in the greater Montreal area, with a preference for on island or south shore.

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche.

Roche is a successful company that can offer exciting career opportunities. We encourage and support your development in areas of your interest which will prepare you for the next level in your career path. We know that people are responsible for our success, and we value our employees. Our commitment is to create a work environment where feeling valued, respected, and empowered is a daily experience.

As the Field Support Representative, you are part of a team of experts who play a crucial role in supporting key hospitals and laboratories with the installation and smooth functioning of their clinical chemistry, immunoassay, urinalysis, and automation solutions. You are an effective problem solver passionate about the healthcare environment and understand the importance of our solutions on the customer experience and patient care. Your passion for problem resolution and customer satisfaction is supported by your technical knowledge to deliver a stellar customer experience. You will provide timely, accurate and consistent support to our customers to minimize the disruption of their diagnostic service delivery.

The Opportunity (English)

• Building relationships with laboratory systems operators and managers for a dedicated customer base and use your strong communication and active listening skills to identify and diagnose customer issues and provide accurate and timely resolution
• Using a customer centric focus to deliver a flawless and positive customer experience
• Communicating regularly with regional squad members and the Customer Support Manager to gain or share perspective on the customer environment, their expectations and their experience
• Participate in service, sales and customer meetings
• Back-up other Support Representatives for vacation and holiday rotation coverage
• Collaborating with the Customer Support team on installations (pre-site inspections, technical installation), upgrades and issue resolution
• Performing preventative maintenance and technical service bulletin resolution for your assigned customer base and proactively identify potential issues and highlight these to the Customer Support Lead
• Complying to administrative and customer experience standards with each service interaction
• Participate in on-call (standby) rotation for after-hours support

Who you are (English)

• Diploma of collegial studies in electronic technology or related education

• 5+ years of relevant field service experience, laboratory experience is considered a strong asset

• Prior customer support experience is required

• In this position, you will be in contact with colleagues across Canada, so a proficient level of English and fluency in French is required (written and spoken)

• Knowledge of IT systems & Network infrastructure and Customer Centricity

• As this is a field based role, frequent travel within the Quebec territory is required in addition to periodic travel for supporting our customers within Canada, Europe and the United States for training

Relocation benefits are not available for this posting.

Let’s build a healthier future, together. Roche is an Equal Opportunity Employer.