Job Description

The Position

The ideal candidate must be based in Edmonton, Alberta and will be assigned to cover our chemistry, immunochemistry and automation segment. Relocation benefits are not available for this position.

Field Applications Specialist:

The Field Application Specialist (FAS) provides after-sales support to customers on Roche Diagnostics Product Portfolio. The application support provided on the phone, by email or during site visit is in the form of troubleshooting assistance, technical product information, operation instructions, product application information, operator training and a variety of application-related work (set-up, optimization, workflow, correlation, etc.). The FAS suggests solutions upon consulting with the local and international teams and supports other Roche colleagues with in depth product expertise. The FAS works in close collaboration with the sales team to assist in driving sales. The FAS also complies with Roche procedures as well as documentation requirements.

What you\xe2\x80\x99ll do:

• Provide support to customers when any technical issues arise in a prompt and timely fashion (standby hours may be required occasionally)
• Use your active listening skills and communication skills to provide a high quality of application support by phone, e-mail or during on-site visits
• Act as an applications consultant providing guidance to operators pre-installation, during installation, validation and in the operational phases of the customer journey
• Provide product demonstrations and training to our customers to ensure a positive user experience
• Active member of the installations team supporting the process with set-up, optimization, workflow, correlation, etc
• Work closely with the Customer Support Lead and the Customer support team to resolve issues quickly and with a high degree of accuracy. Collaborate with the same time to identify opportunities to improve the customer experience
• Maintain and develop customer facing documentation for support and training.
• Install applications on Roche platforms according to Roche guidelines / procedures
• Run correlation studies and validations in coordination with the customer if/as required;
• Establish a plan to visit and/or communicate with each assigned customer proactively to mitigate potential issues or provide opportunities for performance improvement/enhancement
• Provide application support to our internal team as required (i.e. tender submissions, product launches, etc)
• Review established key performance indicators and service metrics as required to suggest and implement solutions
• Record customer interaction and customer visits according to Roche\xe2\x80\x99s policies

What you\xe2\x80\x99ll need to be successful:

• Bachelor\xe2\x80\x99s degree, a Master\xe2\x80\x99s Degree or PhD is considered an asset
• Prior experience working in a laboratory environment
• Astute at problem solving and troubleshooting skills
• Perpetual learner
• Strong interpersonal and communication skills (including presentation skills)
• Skilled at relationship building
• English, French (Quebec and New Brunswick) - Spoken and Written
• Travel +30%
• May be required to be available for standby work (after hours) occasionally

Sp\xc3\xa9cialiste applications:

Le sp\xc3\xa9cialiste des applications (FAS) fournit un support apr\xc3\xa8s-vente aux clients du portfolio de produits Roche Diagnostics. Le support applicatif fourni par t\xc3\xa9l\xc3\xa9phone, par courriel ou lors de la visite du site se pr\xc3\xa9sente sous la forme d\'une assistance au d\xc3\xa9pannage, d\'informations techniques sur les produits, d\'instructions d\'utilisation, d\'informations sur les applications produits, de formations des op\xc3\xa9rateurs et de divers travaux li\xc3\xa9s aux applications (configuration, optimisation, workflow, corr\xc3\xa9lation, etc.). Le FAS propose des solutions en consultant les \xc3\xa9quipes locales et internationales et soutient d\'autres coll\xc3\xa8gues de Roche avec une expertise approfondie des produits. Le FAS travaille en \xc3\xa9troite collaboration avec l\'\xc3\xa9quipe de vente pour aider \xc3\xa0 stimuler les ventes. Le FAS est \xc3\xa9galement conforme aux proc\xc3\xa9dures de Roche ainsi qu\'aux exigences en mati\xc3\xa8re de documentation.

Ce que vous ferez:

Fournir une assistance aux clients lorsque des probl\xc3\xa8mes techniques surviennent de mani\xc3\xa8re rapide et opportune (des heures de veille peuvent \xc3\xaatre n\xc3\xa9cessaires \xc3\xa0 l\'occasion)

Utiliser vos comp\xc3\xa9tences d\'\xc3\xa9coute active et de communication pour fournir une assistance de haute qualit\xc3\xa9 par t\xc3\xa9l\xc3\xa9phone, courriel ou lors de visites sur site

Agir en tant que consultant en applications en conseillant les op\xc3\xa9rateurs avant l\'installation, pendant l\'installation, la validation et dans les phases op\xc3\xa9rationnelles du parcours client

Fournir des d\xc3\xa9monstrations de produits et des formations \xc3\xa0 nos clients pour assurer une exp\xc3\xa9rience utilisateur positive

Membre actif de l\'\xc3\xa9quipe d\'installations soutenant le processus avec configuration, optimisation, workflow, corr\xc3\xa9lation, etc.

Travailler en \xc3\xa9troite collaboration avec le Responsable, assisrance client et l\'\xc3\xa9quipe de support client pour r\xc3\xa9soudre les probl\xc3\xa8mes rapidement et avec un haut degr\xc3\xa9 de pr\xc3\xa9cision. Collaborer en m\xc3\xaame temps pour identifier les opportunit\xc3\xa9s d\'am\xc3\xa9lioration de l\'exp\xc3\xa9rience client

Maintenir et d\xc3\xa9velopper la documentation destin\xc3\xa9e aux clients pour l\'assistance et la formation.

Installer des applications sur les plates-formes Roche conform\xc3\xa9ment aux directives / proc\xc3\xa9dures de Roche

Effectuer des \xc3\xa9tudes de corr\xc3\xa9lation et des validations en coordination avec le client si / au besoin;

\xc3\x89tablir un plan pour visiter et / ou communiquer avec chaque client affect\xc3\xa9 de mani\xc3\xa8re proactive afin d\'att\xc3\xa9nuer les probl\xc3\xa8mes potentiels ou de fournir des opportunit\xc3\xa9s pour l\'am\xc3\xa9lioration / l\'am\xc3\xa9lioration des performances

Fournir un support d\'application \xc3\xa0 notre \xc3\xa9quipe interne au besoin (par exemple, soumissions d\'offres, lancements de produits, etc.)

Examiner les indicateurs de rendement cl\xc3\xa9s \xc3\xa9tablis et les mesures de service au besoin pour sugg\xc3\xa9rer et mettre en \xc5\x93uvre des solutions

Enregistrer l\'interaction et les visites des clients conform\xc3\xa9ment aux politiques de Roche

Ce dont vous avez besoin pour r\xc3\xa9ussir:

Un baccalaur\xc3\xa9at, une ma\xc3\xaetrise ou un doctorat est consid\xc3\xa9r\xc3\xa9 comme un atout

Exp\xc3\xa9rience ant\xc3\xa9rieure de travail dans un environnement de laboratoire

Aptitude \xc3\xa0 r\xc3\xa9soudre les probl\xc3\xa8mes et \xc3\xa0 r\xc3\xa9soudre les probl\xc3\xa8mes

Apprenant perp\xc3\xa9tuel

Solides comp\xc3\xa9tences interpersonnelles et de communication (y compris les comp\xc3\xa9tences de pr\xc3\xa9sentation)

Comp\xc3\xa9tent dans l\'\xc3\xa9tablissement de relations

Anglais, fran\xc3\xa7ais (Qu\xc3\xa9bec et Nouveau-Brunswick) - parl\xc3\xa9 et \xc3\xa9crit

Voyage + 30%

Il peut \xc3\xaatre n\xc3\xa9cessaire d\'\xc3\xaatre disponible pour une rotation de support (apr\xc3\xa8s les heures) \xc3\xa0 l\'occasion

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we\xe2\x80\x99ve become one of the world\xe2\x80\x99s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

As of January 4, 2022, Roche requires all new employees who work in Canada to be fully vaccinated against COVID-19 on the date they take office. This requirement is a condition of employment at Roche that applies regardless of whether the position is on a Roche campus or remotely. If you have a valid reason for not being fully immunized, which is limited to certain specific medical reasons or other valid reasons protected by applicable human rights laws, you may request an exemption and / or adaptation measures regarding this vaccination requirement.

Roche is an Equal Opportunity Employer.

Roche