Toronto - Technical Support and Service Representative

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The Position

Technical Support and Service Representative

That’s what makes us Roche.

This position will support Roche’s Clinical Chemistry Portfolio in Ottawa. The successful candidate will need to be located in the Greater Ottawa region. Relocation benefits are not provided for this role.

Your work will have a direct impact on patient care and the healthcare system.

• You will provide first-line customer support and troubleshooting assistance for Roche systems (clinical chemistry and immunochemistry).
• You will coordinate with service and support colleagues, (Field Service Representatives (FSRs), Field Applications Specialists (FASs),Technical Support Specialist (TSS) and Global colleagues) to lead issue escalation and resolution.
• You will lead communication with 2nd Level Support for complex hardware/application issues
• You will demonstrate judgment and urgency to escalate customer support issues, resolving requests and complaints promptly.
• You will share knowledge with internal and external stakeholders through training programs, product demonstrations, troubleshooting exercises, or technical product bulletins.
• You will act as an assay applications consultant, providing guidance to operators pre-installation, during installation, validation, and in the operational phase.
• You will work closely with the Customer Support team to identify opportunities to improve the customer experience.
• You will proactively work with customers to mitigate potential issues or provide performance improvement opportunities.
• You will perform minor hardware troubleshooting, fixes and adjustments (approximately 15% of the role)
• You will conduct on-site support during regular site visits and provide virtual/phone support when necessary. Record customer interactions and visits according to Roche’s policies.

• You will bring Post-secondary education in electronic technology, Biomedical Engineering, and/or a science-based field of study along with 3+ years of experience in a diagnostic laboratory environment
• You demonstrate outstanding communication and active listening skills while being skilled at relationship building.
• You possess deep technical abilities, along with an understanding of IT and networking and you are comfort working with tools and diagnostic service software for minor hardware fixes
• You demonstrate Roche’s mindset and behaviors with a strong customer and patient focus.
• You will excel at organization, prioritization, and time management skills, with flexibility for frequent travel and availability for 24/7 standby rotation.

• You demonstrate French language proficiency
• You demonstrate experience on Roche instrumentation

Relocation benefits are not provided for this role.

Who we are

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.