Technical Support Specialist (temporary assignment / 12 months)
This position will support our decentralized solution portfolio (point-of-care solutions).
Summary: The Technical Support Specialist (TSS) develops customers' expertise and autonomy in operating and utilizing Roche POC systems and products to their optimal use by providing phone and on-line support. Responsible for solving or escalading customer complaints and for answering product inquiries. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with malfunctioning equipment or software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development.
As a valuable member of the Roche Technical Support Specialist team, you are often the first line support for hospitals and laboratories and Health Care Professional (HCP) across Canada utilizing our Decentralized Solutions products (point of care). You are a master problem solver highly attuned to the customer experience. You are the calming force in times of stress and are thorough and exhaustive in your problem solving approach because you know that your work is impactful and makes a difference in the lives of Canadian patients nationwide. Our ideal newest member to Roche will have the perfect blend of customer service skills and technical ability obtained through prior work experience in a clinical laboratory or its equivalent.
What you’ll do:
Identify, analyze, document and help resolve customers’ complaints and requests, efficiently, courteously and professionally.
Leverage technical expertise to advise customers on the selection of Roche products best suited to optimize their use of Roche systems
With acute customer focus, demonstrate judgment and sense of urgency to escalate customer support issues in order to resolve requests and complaints within reasonable delays
Maintain clear, constant and efficient communication with local as well as global marketing teams, with sales representatives, and Roche Support Network personnel to ensure the continuous flow of relevant technical information.
Provide Roche customers and Employees, customized training on Roche systems (instruments, reagents and software) and regularly update instrument and reagent training materials
Quality control instruments / reagents, whether new or returned from customers
Assist in the pre-sales effort by performing system demos on occasion
Collaborate on technical bulletins in the writing, revision and/or translation of documents or urgent product notifications addressed to customers
Community college or DEC diploma (3-year program - MLT certification) or Bachelor Degree in Life Sciences
Mastery of both French and English, spoken and written
2 years' experience in a clinical lab or equivalent experience a must
Highly customer centric with tenacious approach to problem solving
Highly analytical thinking, curious and able to maintain calm and diligent focus under pressure
Experience on Roche instrumentation considered an asset.