Roche
Product Specialist
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At Roche
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
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 mainly supporting Clinical chemistry and Immunoassay systems. 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 a remote support role based in Denmark, ideally close to the Roche Diagnostics Copenhagen office, or alternatively an office based role in the UK, Burgess Hill (where the expectation is to be within a 1 hour commute and be in the office the majority of the time).
The role will primarily consist of providing remote assay performance support for our SWA portfolio of instruments and solutions as well as customer and employee training in the future. The scope of support includes customers and Roche colleagues within the UK, Ireland, Denmark, Finland, Norway and Sweden. You will excel in the art of troubleshooting and pride yourself in providing excellent customer service.
The Opportunity
- Troubleshoot complex analytical and system issues remotely, delivering swift and effective resolutions to safeguard lab operations.
- Conduct high-quality product and technical training for customers and internal colleagues, both remotely and at designated training sites.
- Manage and document customer inquiries and complaints diligently, ensuring absolute alignment with our corporate Quality System regulations.
- Collaborate closely with cross-functional Field Teams and Sales Managers to elevate customer satisfaction and optimize retention.
- Participate actively in data-driven complaint reviews, trend analyses and performance metric tracking to drive continuous service improvement.
- Assist commercial teams during tender processes by delivering impactful instrument demonstrations and technical responses.
- 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.
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Who You Are
- Educational Background: You hold a degree in Biomedical Science or an equivalent scientific field.
- Industry Experience: You bring practical experience within a diagnostic industry or clinical hospital laboratory environment, with a strong focus on Clinical Chemistry or Immunology.
- Analytical Problem Solver: You possess a troubleshooting mindset, with the ability to approach complex laboratory problems methodically and work under pressure.
- Customer Champion & Communicator: You are motivated by exceeding expectations, sharing knowledge and working effectively in a rich, multi-cultural environment.
- Language Proficiency: You are fully fluent in both written and spoken Danish and English.
Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Burgess Hill. If you are interested in additional locations where the role may be available, we will provide the relevant compensation details later in the hiring process.
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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.
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.
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