Technical Support Specialist - Mass Spectrometry (d/f/m)

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

The Position

Technical Support Specialist - Mass Spectrometry

Location: Burgess Hill - West Sussex

Regional Customer Support Center: Hardware

We are united in our commitment to providing exceptional care and celebrating authenticity while embracing and celebrating our differences. Although we are all unique individuals, our curiosity and passion for delivering the highest quality care unites us. Come join us at Roche, where our mission is fueled by inclusion. Your journey begins now!

We are building a team of Mass Spec Service Experts - technicians and scientists - who will be responsible for the customer support of our new Mass Spec analyzer. This international team will do the cross-country support remotely and on-site in Europe and Middle East. Would you like to be part of this new exciting journey?

Purpose:

We are seeking a highly skilled and customer oriented Technical Support Specialist, expert in Mass Spectrometry and/or Liquid Chromatography (LC) to join our international Customer Support Team for EMEA (Europe & Middle East). As a Technical Support Specialist, you will be responsible for providing comprehensive support to our customers in hospitals and commercial laboratories in EMEA with a focus on Mass Spectrometry.

This role involves handling inquiries, troubleshooting failures, conducting training, and ensuring information and knowledge transfer. You will be responsible for remote and on-site service activities and provide support to customers and field service engineers in EMEA.

Responsibilities:

• You will handle customer and staff inquiries through phone, digital tools, and written communication
• You will identify and troubleshoot failures remotely and manage complaints
• You conduct staff training on the new Roche Mass Spec analyzer.
• You support product updates, launches and monitoring
• You perform different on-site service activities (e.g. installations, maintenance and modifications) and troubleshoot complex failures
  
  

Qualifications:

• Bachelor's/Master's Degree in engineering (e.g., electrical engineering, medical technology) or a technician background (e.g. electrician, mechatronics technician, or medical engineer)
• Extended experience in the medical or technical environment, with a focus on quantitative mass spectrometry and/or liquid chromatography
• Proficiency in robotics, mechanics, electrical engineering, and fluid systems
• High customer orientation and conflict resolution skills; excellent communication capability and ability to work effectively in an intercultural team environment
• Proficiency in using business software (e.g. Google Applications) and documentation tools (CRM); IT knowledge (connections and network) is highly recommended
• Fluent in English; a proficient level in a second served language is preferred
  
  

Availability to travel up to 25% of time

You are based in the Regional Customer Support Center in Burgess Hill.

If you are a highly skilled Mass Spectrometry Technical Support Specialist with a passion for providing exceptional customer support and possess the necessary technical expertise, we would love to hear from you. Be part of the future, join our team and contribute to our mission of making a difference in the lives of patients and healthcare professionals.

Please be advised that you require approval from your Line Manager before making a formal application. Good luck with your application.

Closing date for applications: Monday 20 April 2024

Who we are

At Roche, more than 100,000 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.

Our UK Diagnostics business, headquartered in Burgess Hill, West Sussex, employs approximately 560 highly skilled individuals. We provide the industry's broadest range of diagnostics and monitoring products & services, spanning all sectors of the market: from small hand held devices used directly by patients or healthcare professionals, to large diagnostic instruments found in hospital laboratories.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Roche Products Ltd. At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. We recognise the importance of flexible working and will review all applicants’ requests with care. At Roche difference is valued and we are proud to be an equal opportunity employer where you are encouraged to bring your whole self to work.