Field Support Representative

Job description

·  Job facts

This position is based in Toronto, Canada

Summary of the role:

Installs, maintains and repairs our customers' instrumentation on site. Manages individual car stock of spare parts and acquires spare parts as required to install, maintain and repair instruments. Provides IT (hardware and software) first line support as well as service to customers. Interfaces directly with Technical Support Specialists (TSS), Technical Support Representatives (TSRs).

Accountabilities:

Service support:

·  Provides service support for the assigned customers;
·  Service support includes standby rotation for after hours support;
·  Assist Roche Care Centre Technical Support Specialists, Lab Integration (TSAs & LPCs) and selected Technical Support Representatives (TSRs) as well as account managers in providing solutions to improve the support of Roche Diagnostics Canada customers;
·  Participate in Service meetings, as requested by the Regional Support Manager, Senior Advisor or Regional Business Manager;
·  Back-up other Support Representatives during heavy workload and when required;
·  Perform instrumentation QC in head office and prepare the instrument shipment, as per the Service Coordination request.

Preventive Maintenance & Technical Service Bulletins:

·  Perform preventative maintenance for the assigned customers;
·  Complete technical service bulletins on assigned customers, as per Roche Diagnostics Canada guidelines and timelines.

Administrative duties:

·  Complete Service Report Orders (SO);
·  Complete other administrative duties (ex. Expense management system, Timesheets, training planification, e-mails, technical reading, etc).

Instrument Installation process:

·  Perform site inspections and complete all required documentation;
·  Provide recommendations in preparing adequate environment for Roche instruments installations;
·  Install Roche instrumentation at customer site, as per Roche Diagnostics Canada guidelines.

Training:

·  Attend training on appointed Roche instrumentation.
·  Parts & tools management:
·  Manage an authorized car stock and service tools, as per Roche Diagnostics Canada recommendations and guidelines.

Pre-Requisites:

·  Diploma of collegial studies in electronic technology or community college Specialty in BioMedical Engineering
·  Knowledge of instrument computer, laptop and personal computer. Knowledge of Windows and common Office programs (word, excel, PowerPoint)
·  2-3 years of service experience in diagnostics instrumentation troubleshooting (a Plus)
·  Must be available to work on Standby and flexible to travel.
·  Minimum knowledge of IT systems & Network infrastructure
·  Bachelor degree (a Plus)

·  Who we are

At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an equal opportunity employer.