Product Support Representative - temporary mission

Roche; Ireland; On-site; EUR 40,000 - 60,000; Full time

Job summary

Roche Ireland seeks a Product Support Representative to install, maintain, and optimize Roche Information Solutions (RIS) with a focus on Navify and related platforms. You will ensure high system performance and a superior user experience through upgrades and proactive support.

You will collaborate with customers, Roche teams, and leadership to tailor digital offerings, provide expert guidance, and deliver hands-on training across sites in Ireland and the UK region.

Qualifications

• Degree in biomedical science or biomedical engineering preferred.
• Experience in modern pathology lab environments is advantageous.
• Strong troubleshooting and customer-service mindset required.

Responsibilities

• Lead onsite and remote installation, configuration, and testing of Roche IT portfolio.
• Provide high-level technical support for RIS portfolio and perform software upgrades.
• Act as consultant to senior laboratory and hospital leadership on digital solutions.
• Train healthcare professionals onsite and serve as a rollout lead for customer portals.
• Coordinate IT projects with cross-functional teams and manage escalations.

Skills

Customer service

Technical troubleshooting

Communication

Cross-functional collaboration

Project coordination

Education

Bachelor's degree in Biomedical Science

Biomedical Engineering degree

Tools

Thingworx

Rexis CRM

Lab Information Systems

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

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 (*)