Product Support Representative

F. Hoffmann-La Roche AG; Ireland; In loco; EUR 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

Roche is seeking a Product Support Representative to ensure installation, maintenance, and seamless operation of the Roche Information Solutions Portfolio (RIS). You will collaborate with customers to optimize diagnostic performance of Roche instruments and digital offerings, while maintaining quality and safety standards.

In this role you will lead onsite and remote deployments, deliver training, and act as the primary technical contact for strategic accounts, aligning Roche solutions with

Competenze

• Degree in biomedical sciences or biomedical engineering is preferred.
• Experience in pathology lab workflows and automated lab pathology systems is desirable.
• Proven troubleshooting skills with customer-service focus.
• Excellent communication skills with both face-to-face and telephone interactions.
• Ability to manage complex projects and coordinate with cross-functional teams.

Mansioni

• Lead onsite and remote installation, configuration, and testing of Roche IT portfolio.
• Provide high-level technical support for RIS portfolio systems and solutions.
• Perform software upgrades and system adjustments; verify operational quality.
• Monitor lifecycle notifications and provide proactive updates to customers.
• Act as a consultant to leadership, aligning Roche digital offerings with customer needs.
• Deliver comprehensive onsite training and serve as a Key User for customer-facing portals.
• Manage complex issue escalations for assigned strategic accounts.
• Collaborate with Sales, Service and Marketing on digital initiatives and campaigns.

Conoscenze

Troubleshooting

Customer service

Communication

Team collaboration

Formazione

Biomedical science degree

Biomedical engineering degree

Strumenti

Thingworx

Rexis CRM

Descrizione del lavoro

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.
• 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.
• 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.
• 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