Product Specialist

This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

This is an excellent opportunity for a Biomedical Scientist or equivalent to join Roche Diagnostics, the world’s leading health supplier in In-Vitro Diagnostics.

This exciting position is part of the Serum Work Area (SWA) within the Regional Customer Support Center (RCSC) UK Hub.

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

This position is being offered as an office based role at Burgess Hill - the expectation is to be within a 1 hour commute and be in the office the majority of the time.

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 a solution focus to Application problem resolution to customers
• Providing remote support to 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 Training in our Training Laboratories based in the UK Burgess Hill Office and on customer site where required;
• Being involved in Complaint Review, Analysis and Trending process based on performance metrics;
• Providing on-site support as and when required;
• Supporting our sales organizations with instrument/system demonstrations and the provision of technical responses as part of the tender process.

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 centers. Thereafter, you will also be required to attend periodic training on customer support operations and product offerings at various locations.

Who you are:

• You are somebody that thrives under pressure and has a troubleshooting solution focus.
• The ideal candidate will hold a degree level qualification in Biomedical Science or an equivalent scientific degree and several years’ experience in the diagnostic industry or hospital environment.
• You are motivated by exceeding customer expectations, and instilling knowledge. Self-motivated, you are full of initiative, taking ownership and pride in your work.
• You will be capable of working with minimum supervision and manage your time effectively.
• You will possess a confident working approach and show a proven ability to deliver under pressure in a rich multi-cultural environment.
• You will be Fluent in English

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

Who we are

We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

We recognise the importance of flexible working and will review all applicants’ requests with care. At Roche difference is valued and we are proud to be an equal opportunity employer where you are encouraged to bring your whole self to work.