Product Support - Applications for Roche Molecular Solutions - Field based covering East of England

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Job description

* Are you looking for an exciting challenge in a key support/commercial liaison role as part of a customer partnership 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 * * Product Support - Applications 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 in East of England as well as other Roche diagnostic sites in UK and Ireland.

* 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 Product Support - Applications covering East of England and surrounding area accounts to join our Molecular Systems Product Specialist team. Occasional travel to other sites in UK and Ireland will also be required.

You will be reporting to the technical manager - Applications and specific responsibilities include:

* Providing effective remote & on-site troubleshooting support to customer inquiries and complaints, ensuring a speedy resolution
* Providing comprehensive on-site customer training on Roche Molecular systems 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 qPCR/NAP & Molecular Diagnostics product portfolio
* 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 the East of England. 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 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. 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*

We at Roche have one shared passion: to improve the lives of patients. We are proud of who we are, what we do and how we do it.

We recognise our responsibility to the healthcare system and continue to remain agile in developing new ways of working, with a growth mindset. We have the courage and passion to keep challenging ourselves to improve what we do and the way we do it.

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 1 in the UK's Top 25 Best Big Companies to Work For List 2021.*

Application closing date: 30 November 2021

* Privacy Notice: *

Please find Roche Diagnostics' Candidate Privacy Notice posted on roche.co.uk:

Any offer we make for this role will be conditional upon a satisfactory standard Disclosure and Barring Services check/Garda Vetting. A copy of our Disclosure and Barring Services Check/Garda Vetting Company Policy is available upon request.

Job Level:
Individual contributor