Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position
Field Support Representative
Location: Winnipeg, MB
Territory: Position will primarily cover MB, with occasional travel outside of territory as needed.
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.
As the Field Support Representative, Customer Support, your main responsibility is to ensure a positive customer experience throughout their entire journey. You should have a strong passion for the healthcare industry and recognize the impact our solutions have on both the customer experience and patient care. Your expertise in technical knowledge and commitment to resolving problems will contribute to delivering exceptional customer support alongside the rest of the team, aiming to minimize any disruption to diagnostic service delivery.
Your Opportunity
- Build relationships with laboratory systems operators and managers for a dedicated customer base.
- Utilize strong communication and active listening skills to identify and diagnose customer issues, providing accurate and timely resolution.
- Collaborate with the Customer Support team to ensure a seamless and positive customer experience.
- Regularly communicate with regional squad members and the Customer Support Manager to gain or share perspective on customer expectations and experiences.
- Share standby responsibilities for after-hours support or vacation coverage with your FSR team.
- Collaborate with the Customer Support team on installations, upgrades, and issue resolution.
- Perform preventative maintenance and resolve technical service bulletins for assigned customers, proactively identifying potential issues and informing the Customer Support Lead.
- Adhere to administrative and customer experience standards in every service interaction.
Who You Are
- Diploma of collegial studies in electronic technology or community college Specialty in Biomedical.
- 5+ years of medical engineering experience, laboratory experience is considered a strong asset
- Knowledge of IT systems & Network infrastructure
- Customer experience references required
- Superior Communication skills in English and French(Quebec & New Brunswick) - spoken & written
- Customer Centricity
Relocation benefits are not available for this position.
