At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. 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

Technical Support and Service Representative

The successful candidate will need to be located in Calgary, Alberta. Travel to other regions in Canada will also be required.

The Technical Support and Service Representative (TSSR) provides customer-facing support, and is key to creating a stellar customer experience. They are a very inclusive and specialized support role, encompassing expertise with hybrid skillsets, including both mechanical and applications knowledge and ability. The nature of this role requires strong technical abilities, mechanical mastery, along with a high degree of troubleshooting capabilities.

The TSSR is also responsible for managing key projects, organizing and hosting high profile customer meetings, acting as a key escalation resource for FSRs and FASs and working closely with Global colleagues for issue escalation and resolution. The ideal candidate will possess very strong communication, organization and time management skills, act autonomously and is driven to build meaningful relationships with customers and colleagues. The work you perform plays a vital role in the healthcare system, has a direct impact on patient care and has the ability to change and save lives.

The Opportunity

• Providing first-line customer support and troubleshooting assistance for Roche systems (Molecular Franchise).
• Coordinating with service and support colleagues, (Field Service Representatives (FSRs), Field Applications Specialists (FASs),Technical Support Specialist (TSS) and Global colleagues) to lead issue escalation and resolution.
• Leading communication with 2nd Level Support for complex hardware/application issues
• Demonstrating judgment and urgency to escalate customer support issues, resolving requests and complaints promptly.
• Sharing knowledge with internal and external stakeholders through training programs, product demonstrations, troubleshooting exercises, or technical product bulletins.
• Acting as an assay applications consultant, providing guidance to operators pre-installation, during installation, validation, and in the operational phase.
• Working closely with the Customer Support team to identify opportunities to improve the customer experience.
• Collaborating with customers to identify and resolve potential issues, and to suggest opportunities for performance enhancement
• Performing minor hardware troubleshooting, fixes and adjustments (approximately 15% of the role)
• Conducting on-site support during regular site visits and providing virtual/phone support when necessary. Recording customer interactions and visits according to Roche’s policies.

Who you are

• You will bring post-secondary education in electronic technology, Biomedical Engineering, and/or a science-based field of study along with 3+ years of experience in a diagnostic laboratory environment
• You demonstrate outstanding communication and active listening skills while being skilled at relationship building.
• You possess deep technical abilities, along with an understanding of IT and networking and you are comfort working with tools and diagnostic service software for minor hardware fixes
• You demonstrate Roche’s mindset and behaviors with a strong customer and patient focus.
• You will excel at organization, prioritization, and time management skills, with flexibility for frequent travel and availability for 24/7 standby rotation.
• Valid Canadian driver's license.

Preferred

• You demonstrate experience on Roche instrumentation.

Relocation benefits are not provided for this role.

Who we are

A 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.

Roche is an Equal Opportunity Employer.