Remote Diagnostics Support Specialist

Roche

Burgess Hill

Hybrid

GBP 42,000 - 65,000

Full time

8 days ago

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Job summary

Roche Diagnostics seeks a Biomedical Scientist or equivalent to join the Regional Customer Support Center. The role supports SWA instruments remotely for the UK, Ireland, Denmark, Finland, Norway and Sweden, with options for remote Denmark or office-based in Burgess Hill, UK.

You will troubleshoot, train, and collaborate with Field Teams to maintain lab operations and customer satisfaction across multiple regions.

Qualifications

Educational background in Biomedical Science or equivalent scientific field.
Industry experience in diagnostic industry or clinical hospital laboratory environment.
Analytical problem solving mindset with methodical approach under pressure.
Customer champion & communicator, able to work in a multicultural environment.
Fluency in Danish and English, written and spoken.

Responsibilities

Troubleshoot complex analytical and system issues remotely, ensuring lab operations remain uninterrupted.
Conduct high-quality product and technical training for customers and internal colleagues, remotely or at training sites.
Document and manage customer inquiries and complaints in line with Quality System regulations.
Collaborate with cross-functional Field Teams and Sales Managers to improve customer satisfaction and retention.
Participate in data-driven reviews, trend analyses and performance metric tracking for service improvement.
Assist commercial teams during tenders by delivering instrument demonstrations and technical responses.