Product Specialist

Roche Holding AG; Burgess Hill; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Roche Diagnostics UK Hub in Burgess Hill seeks a Biomedical Scientist or equivalent to join the Regional Customer Support Center. The role supports serum work area, remote assay performance, and future training across the UK, Ireland, Denmark, Finland, Norway and Sweden.

The position offers remote support from Denmark or an office-based role in the UK, with an expectation to be in the office predominantly and near the Burgess Hill area, delivering high-quality technical service and customer

Qualifications

• Degree in Biomedical Science or equivalent.
• Experience in diagnostic industry or clinical hospital laboratory.
• Focus on Clinical Chemistry or Immunology.
• Fluent in Danish and English.

Responsibilities

• Provide remote assay performance support for SWA portfolio and future customer/employee training.
• Deliver high-quality product and technical training remotely and at designated sites.
• Manage and document customer inquiries and complaints in line with Roche Quality System regulations.
• Collaborate with cross-functional Field Teams and Sales Managers to improve customer satisfaction and retention.
• Participate in data-driven complaint reviews, trend analyses and performance metric tracking.
• Assist commercial teams during tender processes with instrument demonstrations and technical responses.

Skills

Troubleshooting

Training

Customer service

Teamwork

Education

Biomedical Science degree

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

This is an excellent opportunity for a Biomedical Scientist or equivalent to join Roche Diagnostics, the world’s leading health supplier in In-Vitro Diagnostics.

This exciting position is part of the Serum Work Area (SWA) within the Regional Customer Support Center (RCSC) UK Hub mainly supporting Clinical chemistry and Immunoassay systems. The Regional Customer Support Centre based in Burgess Hill, UK, provides technical and scientific support to our customer base across the UK, Ireland, Denmark, Finland, Norway and Sweden.

This position is being offered as a remote support role based in Denmark, ideally close to the Roche Diagnostics Copenhagen office, or alternatively an office based role in the UK, Burgess Hill (where the expectation is to be within a 1 hour commute and be in the office the majority of the time).

The role will primarily consist of providing remote assay performance support for our SWA portfolio of instruments and solutions as well as customer and employee training in the future. The scope of support includes customers and Roche colleagues within the UK, Ireland, Denmark, Finland, Norway and Sweden. You will excel in the art of troubleshooting and pride yourself in providing excellent customer service

The Opportunity

• Troubleshoot complex analytical and system issues remotely, delivering swift and effective resolutions to safeguard lab operations.
• Conduct high-quality product and technical training for customers and internal colleagues, both remotely and at designated training sites.
• Manage and document customer inquiries and complaints diligently, ensuring absolute alignment with our corporate Quality System regulations.
• Collaborate closely with cross-functional Field Teams and Sales Managers to elevate customer satisfaction and optimize retention.
• Participate actively in data-driven complaint reviews, trend analyses and performance metric tracking to drive continuous service improvement.
• Assist commercial teams during tender processes by delivering impactful instrument demonstrations and technical responses.

There will be an intensive initial introduction training for the first six months of the position some of which will be in our European training centers. Thereafter, you will also be required to attend periodic training on customer support operations and product offerings at various locations.

Who You Are

• Education Background: You hold a degree in Biomedical Science or an equivalent scientific field.
• Industry Experience: You bring practical experience within a diagnostic industry or clinical hospital laboratory environment, with a strong focus on Clinical Chemistry or Immunology.
• Analytical Problem Solver: You possess a troubleshooting mindset, with the ability to approach complex laboratory problems methodically and work under pressure.
• Customer Champion & Communicator: You are motivated by exceeding expectations, sharing knowledge and working effectively in a rich, multi-cultural environment.
• Language Proficiency: You are fully fluent in both written and spoken Danish and English.

Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Burgess Hill. If you are interested in additional locations where the role may be available, we will provide the relevant compensation details later in the hiring process.

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.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Roche Products Ltd. At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. We recognise the importance of flexible working and will review all applicants’ requests with care. At Roche difference is valued and we are proud to be an equal opportunity employer where you are encouraged to bring your whole self to work.