Product Support - Molecular Diagnostics - Ireland

Job description

·  Job facts

Are you looking for an exciting challenge in an applications support role in which the work you do really matters?

Does a rewarding career with a progressive, high-tech business, excite you?

As part of Roche's commitment to continued patient care, we are now recruiting for a Field based Applications Specialist for Roche Molecular Solutions and are inviting applications from suitable candidates with an ambition to advance their career further.

This position is a superb opportunity for the successful candidate to provide high quality support to the Roche customers across Ireland as well as from time to time other Roche diagnostic sites across the UK mainland.

Introduction to Roche Diagnostics

We are a very dynamic organisation that operates across all business areas within the pathology diagnostic services and have a philosophy through daily interactions, including commercial, technical and Managed Laboratory Services activities of OneRoche. In this respect, you will be part of a close-knit cross functional team liaising closely with other field based colleagues as well as our Regional Customer Support Center and other Business Areas.

Reporting to the Technical Manager, you will join a team of over 200 field and office based Roche Diagnostics Limited employees in Technical Services, based strategically across the UK and Ireland who provide superior customer service in engineering, applications, IT and workflow solutions.

Scope of the role

We have an exciting opportunity for a Field Based Applications Specialist to join our team in Ireland supporting Molecular Systems. Occasional travel to other sites in UK will also be required. You will be reporting to the Technical Manager.

Applications and specific responsibilities include:

· Providing effective telephone & on-site troubleshooting application support to customer inquiries and complaints, ensuring a speedy resolution

· Providing comprehensive on-site customer training on Roche Molecular assays and instrumentation

· Identifying customer complaints that require escalation according to company procedure to 2nd level support and building strong communication channels with the 2nd level support team

· Working closely with our Regional Customer Support Centre (RCSC) supporting diagnostic and Life Science customers

· Providing support to the Sales and Marketing teams to maximise business opportunities and minimize technical complaints

· Accountability for support of the Roche Molecular Systems product range, primarily focusing on the Molecular Diagnostics & qPCR/NAP product portfolios.

· Developing and maintaining strong relationships with customers, colleagues and global divisions, to provide a superior customer service for complex support cases by driving results.

For this position, you will need to be based in Ireland preferably in close proximity to Dublin. With this intent in mind, applicants will only be considered if they are either currently residing within this geographical area – or willing to relocate.

Who we are

Our UK Diagnostics business, headquartered in Burgess Hill, West Sussex, employs approximately 560 highly skilled individuals. We provide the industry's broadest range of diagnostics and monitoring products & services, spanning all sectors of the market: from small hand held devices used directly by patients or healthcare professionals, to large diagnostic instruments found in hospital laboratories.

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

Desired profile

Who you are

You're someone who wants to influence your own development. You're looking for an opportunity to pursue your interests across functions and geographies. Where a job title is not considered the final definition of who you are, but the starting point.

You have a degree qualification or higher in a Life Science or related discipline, plus extensive experience in Molecular Biology, qPCR and NGS. The ideal candidate will also have experience of working in the diagnostic industry, hospital or research laboratories.

Self-motivated, you are full of initiative, taking ownership and pride in your work. Customer focused, you will be capable of working with minimum supervision and manage your time effectively.

With excellent communications skills, you are excited by the challenge of investigating and resolving customer issues and are adept at problem solving. You are able to work effectively under pressure, understand customer needs and exceeding their expectations, whilst instilling knowledge.

To be successful in this role, you will need to be resilient, tenacious and both adaptable and flexible to work within an ever evolving environment. You will have some understanding of the barriers to acceptance of new solutions and be able to drive positive outcomes and drive project implementation and site service optimisation.

Investing in you

Roche is a company that not only invests in its business – over £6.5 billion in R&D worldwide, including £460 million in the UK alone last year – but equally importantly in its people.

What this means for you is, not only a competitive salary and benefits package, but also a recognised product training programme and continuous support to build on your knowledge, skills and potential, helping you prepare for the exciting opportunities for further career development.

All of which has ranked Roche number 4 in the 2020 Sunday Times 25 Best Big Companies to Work For.

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

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