Product Specialist RCSC

Roche; Burgess Hill; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Join Roche as a Technical Support Specialist and be part of a collaborative and multicultural team supporting diagnostic solutions. You will solve complex problems for customers while ensuring high-quality support and satisfaction, particularly in the UK, Ireland, and Nordic countries. This full-time role requires a degree in a relevant field and offers opportunities for continuous learning and innovative engagement.

Benefits

Competitive compensation and benefits package

Comprehensive onboarding program

Continuous learning opportunities

Qualifications

• Experience in technical support/field service or lab work, especially in IVD or regulated industries.
• Fluency in Finnish and English, with other Nordic languages being an advantage.

Responsibilities

• Deliver expert remote support and troubleshooting for IVD systems.
• Document support activities and customer interactions in CRM.
• Provide training to customers on system use.

Skills

Analytical skills

Problem-solving

Communication skills

Education

Degree in Biomedical Engineering, Biomedical Science, Medical Laboratory Technology or Automation & Robotics

Tools

CRM systems

Remote access tools

Standard office software

Job description

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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

Are you passionate about solving complex technical problems while supporting cutting-edge diagnostic solutions? We’re looking for a dedicated Technical Support Specialist to join our Regional Customer Support Team on a full-time, 12-month contract. Whether based near our Burgess Hill office (West Sussex, UK) or remotely in Finland, you’ll be part of a collaborative, multicultural team supporting our Pathology Lab and Molecular Diagnostics customers across the UK, Ireland, and the Nordics.

The Opportunity

As part of the team, you will:

• Deliver expert remote support and troubleshooting for our IVD systems and software using phone, email, and remote tools
• Investigate and resolve complex hardware and software issues, collaborating closely with field and commercial teams
• Accurately document support activities, customer interactions, and complaints in our CRM system in line with quality and regulatory standards
• Promote customer satisfaction by ensuring timely solutions and a confident, reassuring support experience
• Build deep technical knowledge of our diagnostic portfolio and modern lab practices
• Contribute to support documentation, FAQs, and knowledge-sharing resources
• Provide remote (and occasionally on-site) training to customers and colleagues on system use and maintenance
  
  
  

Who You Are

• You have a degree in Biomedical Engineering, Biomedical Science, Medical Laboratory Technology or Automation & Robotics, and experience in technical support/ field service or lab work - especially in IVD or other regulated industries
• You are fluent in both Finnish and English, with excellent verbal and written communication skills. Fluency in other Nordic languages (e.g., Swedish, Norwegian, Danish) would be a strong advantage
• You are confident using CRM systems, remote access tools, and standard office software.
• You take ownership of customer issues and are committed to delivering high-quality, solution-oriented support
• You bring a proactive mindset, strong analytical skills, and the ability to work independently under pressure
• You are a team player with a strong work ethic and cultural sensitivity, thriving in international, multicultural environments
  
  
  

What We Offer

• A competitive compensation and benefits package
• A comprehensive onboarding program with potential training at European hubs
• Continuous learning opportunities to support your growth
• The chance to work with innovative diagnostic technologies in a collaborative, mission-driven team
• A meaningful role where your expertise helps improve customer outcomes and patient care
  
  

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.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Administrative and Customer Service

• Industries

  Pharmaceutical Manufacturing, Biotechnology Research, and Medical Equipment Manufacturing

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