Product Support WF/IT Ireland

Ireland, Ireland

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We are currently recruiting for an IT Product Specialist within the WF & IT team who has the ability to travel the whole of Ireland, plus mainland UK and our Burgess Hill office as necessary.  This is an exciting opportunity to join a dynamic team which is delivering Laboratory, Point of Care and remote teleservice solutions as part of the Technical Services department.

The Workflow & IT team are responsible for customer IT solutions covering all Roche business areas and 3rd party instruments as part of our Managed Services provision to the central lab  with our leading  cobas Infinity and cobas IT Middleware solutions.  Our Point of Care IT solutions include cobas IT 1000 and Infinity POC solutions.   Paramount to delivery of these systems is our remote connectivity solutions such that we can support our customers remotely.  Patient data integrity and all necessary information security management aspects are also covered by our ISO 27001 certification.

The WF & IT team is specifically responsible for the first line customer support hotline, escalation of issues to global and the training of our customers on our Roche IT applications.

At a practical level, you’ll be responsible for co-ordinating software/hardware upgrades and be involved in site system design and implementations with colleagues in the field as the need arises.   Working with colleagues in the Sales & Marketing teams, you’ll also assist on tender submissions and product demonstrations and liaise confidently with third party companies to support the Managed Laboratory Services provision.

Who you are:

Degree educated or equivalent (or with relevant professional qualification) you will possess a first successful track record in IT systems support and implementation.  An in-depth understanding of modern clinical pathology pathways and workflows is required.


Specific technical skillset to be considered for this role include:

  • Configuration & installation/optimisation of workflows within a pathology lab and/or with medical staff using Point of Care devices

  • Applied knowledge & troubleshooting expertise in the commonly used interfacing protocols (ASTM, HL7) with a special emphasis on ADT* and Lab Information Systems interfacing (*admission, discharge and transfer)

  • Sound practice of LAN Network troubleshooting (TCP/IP & FTP) using standard diagnostics tools, knowledge of firewalls and their applications.

  • Good understanding of security and data protection (including WIFI and firewall rules)

  • Programming and scripting are not deemed essential for success in this role but desirable.

With proven troubleshooting skills and a passion for customer service, you’ll combine a flexible, empathetic style with the determination to see issues through to a successful resolution – whatever the pressures.


An effective communicator, you’ll deal comfortably with people both face-to-face and by telephone and be able to build and maintain strong working relationships with customers. It’s important that you can put over complex ideas clearly and concisely and be able to operate well in a team environment.

Investing in you:

Roche Diagnostics UK & Ireland is in an exciting phase of growth, where the business is channelling its energy, focus, functions and processes towards enhancing customer and patient experience in the countries it operates in. As the medical diagnostics market-leader in Ireland and the UK, the organisation recognises its responsibility to the healthcare system and will continue to remain agile in developing new ways of working, with a growth mindset. We have the courage and passion to keep challenging ourselves to improve what we do and the way we do it.

What this means for you is, not only a competitive salary and comprehensive benefits package, but also a recognised product training programme and continuous support to build on your knowledge, skills and potential, helping you prepare for the exciting opportunities for further career development.

All of which has ranked Roche number 4 in the UK Sunday Times 25 Best Big Companies to Work For this year.

Application closing date: 12th February 2021

Privacy Notice:

Please find Roche Diagnostics' Candidate Privacy Notice posted on

Any offer we make for this role will be conditional upon a satisfactory standard Disclosure and Barring Services check/Garda Vetting. A copy of our Disclosure and Barring Services Check/Garda Vetting Company Policy is available upon request.

Roche is an equal opportunity employer.

Customer Support, Customer Support > Technical & Application Support