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The PositionThe Position: Product Support - Information Solutions for a solution-focused team of Applications, Information Solutions and Engineering Specialists in the Central East of the UK
Are you looking for an exciting challenge in a key support role within a team of experts across many high-profile customer accounts in which the work you do matters?
This is a field-based Product Support role that supports customers in the Central East region of the UK with a primary focus on Information Solutions. You will be part of a team of Applications, Information Solutions, and Engineering Specialists who provide a proactive solution approach to support, covering implementation, technical systems support, analytical reviews, and administrative duties. Other key areas of responsibility for the team will also be reactive support, troubleshooting, and preventative maintenance.
Your role will encompass providing comprehensive, whole solution-focused support for a diverse range of digital IT solutions, which form the backbone of all modern laboratories. From installation, fault diagnosis, to repair, preventative maintenance, and customer training, you'll play a vital role in shaping the future of healthcare delivery.
Responsibilities:
Provide Technical & Scientific Support: Handle customer inquiries via phone or email, troubleshooting issues from initial contact through to resolution.
Conduct On-site Activities: Perform on-site troubleshooting, assist with planned maintenance and system configurations, and support corrective maintenance when needed.
Manage Customer Issues: Develop action plans, document all interactions in our case management system, and escalate product quality issues to the appropriate teams.
Adhere to Standards: Ensure all work meets safety and information security standards, with a particular focus on patient data.
Represent Roche: Act as a professional representative for our service offerings, aligning your efforts with our goal of providing best-in-class service.
Your profile:
You should be resilient and tenacious, you thrive under pressure, working effectively as part of a close-knit team in a fast-paced, time-sensitive environment with shifting priorities and multiple deadlines. With a passion for insights and strong analytical skills, you are at ease working with technical, scientific and numeric information.
Troubleshooting & Technical Expertise: You should be familiar with technical protocols like HL7, ASTM, XML, RS232, TCP/IP, and FTP, and have an awareness of new technologies such as Cloud computing and AI. Networking experience is also desirable.
Team Player: The ability to work both independently and collaboratively within a multidisciplinary team is crucial for success in this role.
Customer-Focused & Resilient: You'll need to be assertive and resilient to handle multiple inquiries in a fast-paced environment. Excellent communication skills and a knack for building relationships are essential.
Background: A degree or professional qualification is required, and experience in a laboratory environment would be a significant advantage.
For this position, you will ideally be based in the Central East region of the UK (e.g. Leicester and the surrounding areas). Applicants must currently reside in this geographical area or be willing to relocate.
Who we areA healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. 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.
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Roche Products Ltd. At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. 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.
