Product Support Representative - temporary mission

Roche Holding AG; Dublin; On-site; EUR 42,000 - 62,000; Full time

Job summary

Roche is seeking a Product Support Representative for a 12-month temporary assignment in Ireland. You will install, configure, and support Roche Information Solutions Portfolio (RIS) to ensure optimal system performance and high-quality user experience.

You’ll train healthcare professionals, partner with customers, and coordinate cross-functional IT projects. The role emphasizes consultative partnering, issue resolution, and adherence to ISO and quality standards in a fast-paced pathology

Qualifications

• Educated to degree or equivalent in Biomedical science or Biomedical engineering.
• Strong troubleshooting skills and a passion for customer service.
• Experience with pathology workflows and laboratory data systems is a plus.

Responsibilities

• 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 to ensure operational quality.
• Monitor notifications and provide proactive updates to customers for sustainable operations.
• Conduct onsite training for healthcare professionals and serve as a Key User for portals.
• Coordinate complex IT projects with cross-functional teams.

Skills

Troubleshooting

Customer service

Communication

Project coordination

Education

Bachelor-level degree in biomedical science or biomedical engineering

Tools

Thingworx

Rexis CRM

Lab Information Systems

Job description

Chez Roche, vous pouvez être vous-même et être apprécié pour les qualités uniques que vous apportez. Notre culture encourage l'expression personnelle, le dialogue ouvert et les connexions authentiques, où vous êtes valorisé, accepté et respecté pour ce que vous êtes, vous permettant de prospérer tant personnellement que professionnellement. Voici comment nous visons à prévenir, arrêter et guérir les maladies et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Rejoignez Roche, où chaque voix compte.

La position

The Position

Please note that this is a temporary mission for initial 12 months contract with a possibility to extend.

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

Qui nous sommes

Un avenir plus sain nous pousse à innover. Ensemble, plus de 100 000 employés à travers le monde sont dédiés à faire progresser la science et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Nos efforts aboutissent à plus de 26 millions de personnes traitées avec nos médicaments et plus de 30 milliards de tests réalisés avec nos produits de Diagnostique. Nous nous encourageons mutuellement à explorer de nouvelles possibilités, à favoriser la créativité et à conserver nos grandes ambitions, afin de fournir des solutions de santé qui changent des vies et ont un impact mondial.

Construisons ensemble un avenir plus sain.

Roche est un employeur offrant l'équité en matière d'emploi.