We are hiring !! Product Specialist for Molecular Diagnostics
This is an excellent opportunity for a Biomedical Scientist (Molecular), Engineer or equivalent to join Roche Diagnostics, the world’s leading health supplier in In-Vitro Diagnostics.
This exciting position, either office based in Burgess Hill (West Sussex, United Kingdom) or remote based in the Nordics, is part of Roche Molecular Solutions which includes Molecular and Tissue Diagnostics(RMS); the world’s leading supplier of automated diagnostic systems to the pathology market.
Our instruments and reagent systems are used in clinical microbiology, virology, and drug discovery laboratories worldwide. We offer a standardized and optimized approach to our extraction and PCR process that assist pathologists in recommending treatment solutions that deliver superior patient care. Our customers consist of hospital-based labs, independent reference labs, medical research centres, and drug discovery laboratories of the largest pharmaceutical and biotechnology companies in the industry. 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 role will primarily consist of providing remote application support for our Molecular and Tissue Diagnostics portfolio of instruments and reagents as well as customer training. The scope of support includes customers and Roche colleagues within the UK, Ireland, South Africa, Denmark, Finland, Norway and Sweden. You will excel in the art of troubleshooting and pride yourself in providing excellent customer service
As part of your Customer Support role, you will focus on:
-Providing Technical/Applications support and problem resolution to customers at the RCSC;
-Providing remote support to all field employees in the region;
-Ensuring proper Complaint Handling and documentation in compliance with our Quality System;
-Ensuring customer satisfaction in coordination with Field Teams and Sales Managers;
-Completing special projects
-Conducting Customer Training in our Training Laboratories based in the UK Burgess Hill Office and on customer site;
-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 and the provision of technical responses as part of the tender process.
We offer a relocation package if based in the UK Burgess Hill office, however, we are also offering the opportunity to work remotely from one of our Nordic offices for those who do not wish to relocate long-term. There will be an intensive initial introduction training for the first six months of the position some of which will be in our European training centres. Thereafter, you will also be required to attend periodic training on customer support operations and product offerings at various locations.
Who you are:
In addition to a degree level qualification in Biomedical Science or equivalent, you will ideally have a background in Molecular Biology and will be able to demonstrate some experience of working in a hospital laboratory. You will ideally have some experience with Roche Molecular and/or Tissue Instruments, however, full training will be provided. Experience of Customer Service and being multilingual 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 recognized valuable source of information for our customers.
Roche is an equal opportunity employer.
Om bedriften
Working at Roche:
With Roche you will experience committed and highly skilled colleagues in a flexible, inclusive and informal environment that invites you to thrive and succeed. As a company, we want all our employees to have the opportunity to develop further. We focus a great deal on our social environment with several activities, including a corporate sports team running a number of activities. We offer competitive salaries as well as insurance and pension schemes. Our core values are integrity, passion and courage, and at Roche we value diversity in our people.
Roche is a global pioneer in medicines and diagnostics that promotes medical science and improves human life. The combined strength of having both medicines and diagnostics under one roof, has made Roche a leader in personalized medicine -- a strategy that aims to adapt treatment to each individual patient in the best possible way.
Roche Diagnostics Norway AS is a subsidiary of F. Hoffmann-La Roche, one of the world's largest biotech companies within pharmaceuticals and diagnostics. We are in the forefront of health-related research and development with an annual investment of more than NOK 51 billion. At Roche Diagnostics Norway AS we are currently 99 employees, and we are based in bright and airy offices at Bryn in Oslo.