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Job Details

Application Specialist, Regional Customer Support Centre (Roche Tissue Diagnostics)

Company: Roche
Location: Burgess Hill
Reference: 201901-100627
Closing Date: 22 Feb 19
Type: Full Time
Salary (£): Competitive
Benefits:

Job Summary:

This is an excellent opportunity for an experienced biomedical scientist or field application support scientist/ product specialist to join Roche Diagnostics, the world's leading health supplier in In-Vitro Diagnostics.This exciting position, office based in Burgess Hill (West Sussex, United Kingdom), is part of Roche Tissue Diagnostics (RTD), the world's leading supplier of automated diagnostic systems to the anatomical pathology market. ...

Requirements:

This is an excellent opportunity for an experienced biomedical scientist or field application support scientist/ product specialist to join Roche Diagnostics, the world's leading health supplier in In-Vitro Diagnostics.

This exciting position, office based in Burgess Hill (West Sussex, United Kingdom), is part of Roche Tissue Diagnostics (RTD), the world's leading supplier of automated diagnostic systems to the anatomical pathology market.  Our instrument and reagent systems are used in clinical histology, cytology, and drug discovery laboratories around the globe.  Through automation and systems integration, RTD is standardizing and optimizing the slide staining process, thereby helping pathologists recommend treatment solutions that deliver superior patient care.

Our customers consist of hospital-based histology labs, independent reference labs, medical research centres, and drug discovery laboratories of the largest pharmaceutical and biotechnology companies in the world.

The Regional Customer Support Centre (RCSC) in Burgess Hill, UK, provides technical and scientific support to our customer base across the UK, Ireland, South Africa, Denmark, Finland, Norway and Sweden.

The scope of this role will be to provide technical and scientific telephone support to customers and Roche colleagues remotely for Roche Tissue Diagnostics portfolio of instruments and reagents primarily to our English speaking customers (UK / Ireland / South Africa). You will excel in the art of troubleshooting and pride yourself in providing excellent customer service which enhances the reputation and professionalism of Roche Diagnostics.

As part of your Customer Support role, you will focus on:

  • providing technical support and problem resolution to customers at the RCSC; 
  • providing phone support to all field employees in the region;
  • ensuring proper Complaint Handling and documentation in compliance with RTD's Quality System;
  • ensuring customer satisfaction in coordination with Field Teams and Sales Managers;
  • completing special projects as assigned;
  • supporting the Laboratory Trainer during customers and new employees training sessions;
  • being involved in Complaint Review, Analysis and Trending process based on performance metrics;
  • Providing on-site support as and when required;
  • Supporting our sales organisations with instrument / system demonstrations ad the provision of technical responses as part of the tender process.
  • Running Optimizations and Assays in the RCSC laboratory
     

You will be expected to live within commuting distance of Burgess Hill (UK) or be willing to relocate to the said geographical area. Relocation assistance will be offered.

There will be an intensive initial introduction training for the first six months of the position in Meylan, France. Thereafter, you will also be required to attend periodic training on customer support operations and product offering at various locations.

Who you are

In addition to a degree level qualification in biomedical science you will ideally have a background in histopathology and will be able to demonstrate experience of working in a hospital laboratory. Experience of Customer Service and being multi-lingual would be advantageous. The following additional languages are applicable:
  • Fluent English / Swedish


Team oriented & customer focused, you will possess a confident working approach and show a proven ability to deliver under pressure in a rich multi-cultural environment.

In addition, the following skills/experience will be required to be successful in this role:

- Ability to approach problems analytically, troubleshoot systems and provide resolution guidelines to customers;
- Focus on customer satisfaction and customer care;
- Cultural sensitivity;
- Good understanding of modern Laboratory Practices;
- Training & IT literacy skills;
 

In return, we will offer you a competitive salary package and a first class industry recognized product training program. The training programs will be designed to develop you as a person and a recognised valuable source of information for our customers. 

Roche is an equal opportunity employer.
Customer Support, Customer Support > Technical & Application Support

Apply for this job: Application Specialist, Regional Customer Support Centre (Roche Tissue Diagnostics)

Contact Information:

Address:  UK Head Office
P.O. Box 8, Welwyn Garden City, Hertfordshire, United Kingdom
AL7 3AY
England
Tel:  +44 1707 36 6000
Fax:  +44 1707 33 8297
Website:  Visit Our Web Site

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