Product Support Representative

F. Hoffmann-La Roche AG; Dublin; On-site; EUR 60,000 - 90,000; Full time

Job summary

Roche is seeking a Product Support Representative to oversee installation, maintenance, and operation of the RIS portfolio. You will work with customers to optimize diagnostic performance and ensure compliance with quality and safety standards.

The role involves leading deployments, providing advanced technical support, and coordinating with cross-functional teams to deliver tailored digital solutions. A biomedical background plus strong service orientation is essential.

Qualifications

• Degree preferred in biomedical sciences or Biomedical engineering.
• Proven troubleshooting skills with a customer-focused approach.
• Strong communication skills for clinical and technical discussions.

Responsibilities

• Lead onsite and remote installation, configuration, and testing of Roche IT portfolio.
• Provide high-level technical support for RIS portfolio via remote tools and onsite visits.
• Perform software upgrades, system adjustments, and verify operational quality of equipment.

Skills

Technical troubleshooting

Customer service

Communication skills

IT networking

Education

Bachelor’s degree in biomedical sciences or Biomedical engineering

Tools

Thingworx

Rexis CRM

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

The Opportunity:

You as the Product Support Representative are responsible for the installation, maintenance, and seamless operation of Roche Information Solutions Portfolio (RIS, e.g. including navify POC Operations, navify LAB Operations, navify LAB Advantage, Digital Pathology etc.). You ensure optimal system performance and high-quality user experience through regular upgrades and proactive technical support. By collaborating closely with customers, you optimize the diagnostic performance of Roche instruments, reagents, and systems. This position plays a critical role in achieving the division’s financial and professional goals by providing expert support to our customers, while maintaining full compliance with quality and safety standards.

Technical Implementation & Support:

• Solution Deployment: Lead the onsite and remote installation, configuration, and testing of the Roche IT portfolio
• Troubleshooting: Provide high-level technical support for the systems and solutions of the RIS Portfolio, utilizing remote tools (e.g., Thingworxs) and onsite visits
• System Optimization: Perform software upgrades and system adjustments; verify and approve the operational quality of all system equipment
• Lifecycle Management: Monitor notifications continuously, providing timely feedback and proactive updates to customers to ensure sustainable operations

Consultative Partnering & Training:

• Customer Advisory: Act as a consultant to senior laboratory and hospital leadership, participating in technical negotiations to align Roche’s digital offerings with customer needs
• Training: Conduct comprehensive onsite training for healthcare professionals; serve as a "Key User" and rollout leader for customer-facing portals
• Account Management: Act as the primary technical support contact for assigned strategic accounts, managing complex problem escalations
• Co-creation: Partner with customers to develop tailor‑made, sustainable digital solutions

Collaboration & Global Integration:

• Network Integration: Represent Roche UK and Ireland in global and regional digital teams, ensuring local requirements are integrated into global best practices
• Cross-functional Synergy: Collaborate with Sales, Service, and Marketing on digital initiatives and campaigns to enhance market presence
• Project Management: Manage and coordinate complex IT projects with professional cross-functional support

Administration & Compliance:

• Documentation: Maintain precise records of cases, incidents, and project progress in the CRM (Rexis) system in line with ISO and company standards
• Governance: Strictly adhere to SOPs, Compliance, and ISO regulations, including occupational safety and reporting obligations
• Performance: Meet and exceed assigned KPI requirements

Who you are:

Educated to degree or equivalent (preferred in biomedical science or Biomedical engineering) ideally you will have started your career as a biomedical scientist in a modern pathology laboratory in the UK or Ireland or have working knowledge of laboratories and their workflows. You will possess a strong understanding of pathology practices and have a track record in automated lab pathology systems and associated data management systems. With proven troubleshooting skills and a passion for customer service, you'll combine a flexible, empathetic style with the determination to see issues through to a successful constructive resolution. An effective communicator, you'll deal comfortably with people both face-to-face and by telephone and be able to build and maintain strong working relationships with customers. It's important that you can put over complex ideas clearly and concisely and be able to operate well in a team environment.

In addition, the following would be desirable but not essential:

• Configuration & installation/optimisation of workflows within a pathology lab
• Familiarity with products and instrumentation; in particular experience of Clinical Chemistry, Immuno-assay analysers and Pre-Analytics (preferably Roche Modular, Cobas pro, Cobas Pure, Cobas 8000, Cobas 6000)
• Applied knowledge & troubleshooting expertise of analytical/Pre-analytical platforms
• Knowledge of IT Network components and network protocols
• Applied knowledge & troubleshooting expertise in the commonly used interfacing protocols (ASTM, HL7) with a special emphasis on ADT* and Lab Information Systems interfacing (*admission, discharge and transfer)
• Sound practice of LAN Network troubleshooting (TCP/IP & FTP) using standard diagnostics tools
• Good understanding of security and data protection (including WIFI and firewall rules)
• Experience of training laboratory personnel

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.

Lets build a healthier future, together.

Roche is an Equal Opportunity Employer.