The Position

Technical Support and Service Representative

NOTE : Position must be based in Toronto. This position will primarily be supporting Core Lab equipment (chemistry and immunochemistry). Relocation benefits will not be provided for this position.

The Technical Support and Service Representative (TSSR) provides customer-facing support, and is key to creating a stellar customer experience. They are a very inclusive and specialized support role, encompassing expertise with hybrid skillsets, including both mechanical and applications knowledge and ability. The nature of this role requires strong technical abilities, mechanical mastery, along with a high degree of troubleshooting capabilities. The TSSR is also responsible for managing key projects, organizing and hosting high profile customer meetings, acting as a key escalation resource for FSRs and FASs and working closely with Global colleagues for issue escalation and resolution. The ideal candidate will possess very strong communication, organization and time management skills, act autonomously and is driven to build meaningful relationships with customers and colleagues. The work you perform plays a vital role in the healthcare system, has a direct impact on patient care and has the ability to change and save lives.

What You’ll do

• Resolve all hardware and application issues for a wide range of complex medical testing equipment
• Perform installations, de-installations, preventative maintenance, and emergency repairs
• Present Roche hardware, technical and application solutions to customers during demos
• Perform pre-site inspections, instrument updates and modifications
• Perform customer training
• Act as a senior expert for specific product lines, being a source of escalation for issue resolution
• Act as a trusted advisor internally and externally, and assisting sales with RFPs
• Lead complex projects from start to finish
• Complete administrative tasks and respective documentation in a timely manner
• Use your technical documentation abilities to record customer interaction and customer visits
• Maintain tools and trunk stock
• Collaborate with colleagues within various functional units, and actively participate in meetings
• Review and establish key performance indicators, suggesting and implementing solutions
• Demonstrate expertise in highly regulated complex medical testing environments, ensuring compliance with Health Canada, and provide guidance and input for recalls

What you will need to be successful

Représentant, service et soutien technique

NOTE : Position must be based in Toronto. This position will primarily be supporting Core Lab equipment (chemistry and immunochemistry).

Le représentant, service et soutien technique (TSSR) fournit un support client et est essentiel pour créer une expérience client incomparable. Il s'agit d'un rôle de support très inclusif et spécialisé, englobant une expertise avec des compétences hybrides, y compris des connaissances et des capacités mécaniques et au niveau des applications. La nature de ce rôle nécessite de solides capacités techniques, une maîtrise de la mécanique, ainsi qu'un degré élevé de capacités de dépannage. Le TSSR est également responsable de la gestion des projets clés, de l'organisation et de l'animationl de réunions clients de haut niveau, d'agir en tant que ressource clé d'escalade pour les FSR et les FAS et de travailler en étroite collaboration avec les collègues mondiaux pour l'escalade et la résolution des problèmes. Le candidat idéal possédera de très solides compétences en communication, en organisation et en gestion du temps, agira de manière autonome et sera déterminé à établir des relations significatives avec les clients et les collègues. Le travail que vous effectuez joue un rôle vital dans le système de santé, a un impact direct sur les soins aux patients et a la capacité de changer et de sauver des vies.

Ce que vous ferez

Ce dont vous aurez besoin pour réussir

LI-MG2