Field Service Implementation Representative - Ontario

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.

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The Position

Field Service Implementation Representative

Location: Preference for bilingual candidates (English and French) based in Ontario.

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche.

Roche is a successful company that can offer exciting career opportunities. We encourage and support your development in areas of your interest which will prepare you for the next level in your career path. We know that people are responsible for our success, and we value our employees. Our commitment is to create a work environment where feeling valued, respected, and empowered is a daily experience.

The Opportunity:

As the Field Support Implementation Representative, you are part of a team of experts who play a crucial role in supporting key hospitals and laboratories with the installation and smooth functioning of their clinical chemistry, immunoassay, molecular, pathology, urinalysis, and automation solutions.

You are an effective problem solver passionate about the healthcare environment and understand the importance of our solutions on the customer experience and patient care. Your passion for problem resolution and customer satisfaction is supported by your technical knowledge to deliver a stellar customer experience. You will provide timely, accurate and consistent support to our customers to minimize the disruption of their diagnostic service delivery.

This role is installations and modifications focused but does not exclude maintenance and repair support, as required.

- Customer-Centric Focus & Experience: Use a customer-centric focus to deliver a flawless and positive customer experience, complying with administrative and customer experience standards with each service interaction.
- Communication & Collaboration: Communicate regularly with national and regional squad members and the National Implementation Manager to gain or share perspective on the customer environment, their expectations, and their experience. Participate in service, sales and customer meetings, where required.
- Implementation & Deployment: Act as an implementation crew team member or lead to install and configure instrument software and hardware components and maximize efficient completion of installations (including pre-site inspections and technical installation, upgrades, and issue resolution, where required).
- Team Support, Accountability & Coverage: Back up other Support Representatives for vacation and holiday rotation coverage, where required.
- Administrative management and documentation: Document all service related activities (inventory, service activity cases, expense reports, etc.), facilitating smooth hand-off to regional teams. Manage day-to-day administrative activities.
- Maintenance & Technical Support: Perform preventative maintenance and technical service bulletin resolution to support regional teams, and work with local teams to install and configure instrument software and hardware components, as needed.
- IT Systems Integration: Work with local RIS application specialist and technical specialist teams to install, configure, and support IT software and hardware components, as needed.

Who you are:

- You hold a diploma of collegial studies in electronic technology or related education AND possess 5+ years of relevant field service experience.
- You demonstrate prior customer support experience.
- In this position, you will be servicing customers across Canada. French/English bilingualism strongly preferred.
- You demonstrate knowledge of IT systems & Network infrastructure.
- You demonstrate strong communication skills, customer support skills and interpersonal skills.
- This position requires 95% travel, including overnight travel, and requires that the individual reside within 100km of a major metropolitan airport in the Greater Toronto Area.
- You hold a full, valid driver's license in Canada.
- As this is a field based role, periodic travel for training within Canada,  Europe and the United States is required.

Preferred:

- You have laboratory experience.
- You demonstrate knowledge of current Roche laboratory systems.

Relocation benefits are not available for this posting.

The expected salary range for this position based on the primary location of Ontario is 79,144.00 and 103,876.50 of hiring range. Actual pay will be determined based on experience, qualifications, and other job-related factors as determined by the company.

We use artificial intelligence to screen, assess or select applicants for this role.

This posting is for an existing vacancy at Hoffmann-La Roche Ltd.

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.