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    Technical Support and Service Representative - Ontario, Canada - Roche

    Roche
    Roche Ontario, Canada

    3 days ago

    Default job background
    Full time
    Description

    The Position

    Technical Support and Service Representative

    NOTE: Position must be based in Toronto. This position will primarily be supporting Core Lab equipment (chemistry and immunochemistry). Relocation benefits will not be provided for this position.

    The Technical Support and Service Representative (TSSR) provides customer-facing support, and is key to creating a stellar customer experience. They are a very inclusive and specialized support role, encompassing expertise with hybrid skillsets, including both mechanical and applications knowledge and ability. The nature of this role requires strong technical abilities, mechanical mastery, along with a high degree of troubleshooting capabilities. The TSSR is also responsible for managing key projects, organizing and hosting high profile customer meetings, acting as a key escalation resource for FSRs and FASs and working closely with Global colleagues for issue escalation and resolution. The ideal candidate will possess very strong communication, organization and time management skills, act autonomously and is driven to build meaningful relationships with customers and colleagues. The work you perform plays a vital role in the healthcare system, has a direct impact on patient care and has the ability to change and save lives.

    What You'll do

  • Resolve all hardware and application issues for a wide range of complex medical testing equipment
  • Perform installations, de-installations, preventative maintenance, and emergency repairs
  • Present Roche hardware, technical and application solutions to customers during demos
  • Perform pre-site inspections, instrument updates and modifications
  • Perform customer training
  • Act as a senior expert for specific product lines, being a source of escalation for issue resolution
  • Act as a trusted advisor internally and externally, and assisting sales with RFPs
  • Lead complex projects from start to finish
  • Complete administrative tasks and respective documentation in a timely manner
  • Use your technical documentation abilities to record customer interaction and customer visits
  • Maintain tools and trunk stock
  • Collaborate with colleagues within various functional units, and actively participate in meetings
  • Review and establish key performance indicators, suggesting and implementing solutions
  • Demonstrate expertise in highly regulated complex medical testing environments, ensuring compliance with Health Canada, and provide guidance and input for recalls

    • What you will need to be successful

  • Demonstrate Roche's mindset and behaviors: Passionate about customers and patients, radically simplify, experiment and learn, lead, trust, collaborate and have fun
  • 3+ years experience in diagnostic laboratory environment
  • Exceptional communication skills (oral and written)
  • Very strong mechanical, technical and application ability and experience
  • Understanding of IT and networking
  • Consistent customer-centric mindset
  • Organization, prioritization, and time management mastery
  • Critical thinking and problem solving abilities under pressure
  • Familiarity with RFP process and have strong commercial focus, a strong asset
  • Experience managing complex projects
  • This role may require frequent travel
  • Flexibility and ability to be available for 24/7 standby rotation
  • Post-secondary level of education in electronic technology, Biomedical Engineering and/or Science based field of study

    • Représentant, service et soutien technique

    NOTE: Position must be based in Toronto. This position will primarily be supporting Core Lab equipment (chemistry and immunochemistry).

    Le représentant, service et soutien technique (TSSR) fournit un support client et est essentiel pour créer une expérience client incomparable. Il s'agit d'un rôle de support très inclusif et spécialisé, englobant une expertise avec des compétences hybrides, y compris des connaissances et des capacités mécaniques et au niveau des applications. La nature de ce rôle nécessite de solides capacités techniques, une maîtrise de la mécanique, ainsi qu'un degré élevé de capacités de dépannage. Le TSSR est également responsable de la gestion des projets clés, de l'organisation et de l'animationl de réunions clients de haut niveau, d'agir en tant que ressource clé d'escalade pour les FSR et les FAS et de travailler en étroite collaboration avec les collègues mondiaux pour l'escalade et la résolution des problèmes. Le candidat idéal possédera de très solides compétences en communication, en organisation et en gestion du temps, agira de manière autonome et sera déterminé à établir des relations significatives avec les clients et les collègues. Le travail que vous effectuez joue un rôle vital dans le système de santé, a un impact direct sur les soins aux patients et a la capacité de changer et de sauver des vies.

    Ce que vous ferez

  • Résoudre tous les problèmes de pièces et d'application pour une large gamme d'équipements de tests médicaux complexes
  • Effectuer les installations, les désinstallations, la maintenance préventive et les réparations d'urgence
  • Présenter les solutions matérielles, techniques et d'applications de Roche aux clients lors de démonstrations
  • Effectuer des inspections pré-site, des mises à jour et des modifications d'instruments
  • Réaliser une formation client
  • Agir en tant qu'expert senior pour des gammes de produits spécifiques, en étant une source d'escalade pour la résolution des problèmes
  • Agir en tant que conseiller de confiance à l'interne et à l'externe, et aider les ventes avec les appels d'offres
  • Mener des projets complexes du début à la fin
  • Accomplir les tâches administratives et la documentation respective en temps opportun
  • Utilisez vos capacités de documentation technique pour enregistrer les interactions avec les clients et les visites des clients
  • Entretenir les outils et l'inventaire de base
  • Collaborer avec des collègues au sein de diverses unités fonctionnelles et participer activement aux réunions
  • Examiner et établir des indicateurs de performance clés, suggérer et mettre en œuvre des solutions
  • Démontrer une expertise dans des environnements de tests médicaux complexes hautement réglementés, assurer la conformité avec Santé Canada, et fournir des conseils et des commentaires pour les rappels

    • Ce dont vous aurez besoin pour réussir

  • Démontrer l'état d'esprit et les comportements de Roche : Nous accordons une priorité à nos clients et à nos patients, Nous simplifions radicalement, Nous expérimentons et nous apprenons, Nous sommes tous des leaders, Nous faisons confiance, nous collaborons et nous avons du plaisir
  • 3+ ans d'expérience dans un environnement de laboratoire de diagnostic
  • Compétences exceptionnelles en communication (orale et écrite)
  • Très forte capacité et expérience en mécanique, technique et application
  • Compréhension de l'informatique et des réseaux
  • Esprit cohérent centré sur le client
  • Organisation, priorisation et maîtrise de la gestion du temps
  • Capacité de réflexion critique et de résolution de problèmes sous pression
  • Familiarité avec le processus d'appel d'offres et forte concentration commerciale, un atout important
  • Expérience en gestion de projets complexes
  • Ce rôle peut nécessiter des déplacements fréquents
  • Flexibilité et capacité à être disponible pour une rotation en veille 24h/24 et 7j/7
  • Niveau d'études postsecondaires en technologie électronique, domaine d'études en génie biomédical et/ou en sciences

    • #LI-MG2

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