Field Support Representative

Représentant De Soutien (Solution De Biochimie)

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

For this position, we are looking for a person who lives in the Bas St-Laurent area (Rimouski, Mont-Joli, Matane, Amqui and surrounding area). The territory planned is the Bas St-Laurent and Gaspésie, so a significant portion of the time will be dedicated to traveling between the sites of the region.

A healthier future. It's what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That's what makes us Roche.

Roche is a successful company that can offer exciting career opportunities. We encourage and support your development in areas of your interest which will prepare you for the next level in your career path. We know that people are responsible for our success, and we value our employees. Our commitment is to create a work environment where feeling valued, respected, and empowered is a daily experience.

As the Field Support Representative, you are part of a team of experts who play a crucial role in supporting key hospitals and laboratories with the installation and smooth functioning of their clinical chemistry, immunoassay, urinalysis, and automation solutions. You are an effective problem solver passionate about the healthcare environment and understand the importance of our solutions on the customer experience and patient care. Your passion for problem resolution and customer satisfaction is supported by your technical knowledge to deliver a stellar customer experience. You will provide timely, accurate and consistent support to our customers to minimize the disruption of their diagnostic service delivery.

The Opportunity

1. Building relationships with laboratory systems operators and managers for a dedicated customer base and use your strong communication and active listening skills to identify and diagnose customer issues and provide accurate and timely resolution
2. Using a customer centric focus to deliver a flawless and positive customer experience
3. Communicating regularly with regional squad members and the Customer Support Manager to gain or share perspective on the customer environment, their expectations and their experience
4. Participate in service, sales and customer meetings
5. Back-up other Support Representatives for vacation and holiday rotation coverage.
6. Collaborating with the Customer Support team on installations (pre-site inspections, technical installation), upgrades and issue resolution
7. Performing preventative maintenance and technical service bulletin resolution for your assigned customer base and proactively identify potential issues and highlight these to the Customer Support Lead
8. Complying to administrative and customer experience standards with each service interaction
9. Participate in on-call (standby) rotation for after-hours support.

Who You Are

• Diploma of collegial studies in electronic technology or related education
• 5+ years of relevant field service experience, laboratory experience is considered a strong asset
• Prior customer support experience is required
• In this position, you will be in contact with colleagues across Canada, so a proficient level of English and fluency in French is required (written and spoken)
• Knowledge of IT systems & Network infrastructure and Customer Centricity
• As this is a field based role, frequent travel within the Quebec territory is required in addition to periodic travel for supporting our customers within Canada, Europe and the United States for training

The expected salary range for this position based on the primary location of Quebec is 79,144.00 and 103,876.50 of hiring range. Actual pay will be determined based on experience, qualifications, and other job-related factors as determined by the company.

We use artificial intelligence to screen, assess or select applicants for this role.

This posting is for an existing vacancy at Hoffmann-La Roche Ltd.

Roche is an Equal Opportunity Employer.