Laboratory Support Coordinator (London Support Group)

Are you looking for an exciting challenge in a key support/commercial liaison role as part of an established  customer partnership in which the work you do really matters?

Does a rewarding career with a progressive, high-tech business, excite you?

As part of Roche’s commitment to continued patient care, we are now recruiting for a Laboratory Support Coordinator and are inviting applications from experienced or senior biomedical scientists or engineers (with a sound experience in diagnostic service / support), with an ambition to advance their career further.

This new position is a superb opportunity for the successful candidate to provide dedicated support to a group of key accounts within the central London area, including The Doctors Laboratory, Barts Health NHS Trust and South West London Pathology. Working as part of a team of specialists within the area, and based from a key strategic site, you will provide frontline support across a variety of analytical systems covering applications and technical engineering as well as, IT support.

Introduction to Roche Diagnostics

We are a very dynamic organisation that operates across all business areas within the pathology diagnostic services and have a philosophy through daily interactions, including commercial, technical and Managed Laboratory Services activities of OneRoche. In this respect, you will be part of a close-knit cross functional team liaising closely with other field based colleagues as well as our Regional Customer Support Center and other Business Areas.

Reporting to the Regional Team Leader, you will join a team of over 200 field and office based Roche Diagnostics Limited employees in Technical Services, based strategically across the UK and Ireland who provide superior customer service in engineering, applications, IT and Workflow services.

Scope of the role

In close collaboration with other Roche experts, you will be coordinating operational excellence on key topics such as system configuration, reagent consumption, assay performance and on-going workflow and optimisation studies.  Pivotal to your role will be the provision of biotechnical support including preventative maintenance, applications, hardware & software troubleshooting. You will take ownership of on-going issues and act as an escalation point for any technical interventions.  

In addition, you will organise and deliver training programmes to enhance the laboratory employees’ performance in the optimum use of our Roche solutions.

You would be required to generate activity reports and participate in Technical Review and Quality meetings with all customer key stakeholders and overall provide an outstanding level of service delivery from Roche Diagnostics Limited.

For this position, you will need to be based in the Greater London area. With this intent in mind, applicants will only be considered if they are either currently residing within this geographical area – or willing to relocate.

Who you are

Degree educated or equivalent in Biomedical Engineering or Science, you will have ideally gained valuable work experience in a modern laboratory environment or supporting high value / high tech capital equipment.

To be successful in this role, you will need to be resilient, tenacious and both adaptable and flexible to work within an ever evolving environment. You will have some understanding of the barriers to acceptance of new solutions and be able to drive positive outcomes and drive project implementation and site service optimisation.

With a confident working approach, you have a strong desire to continually improve the service delivery and strengthen our existing client partnerships.  Passionate to improve and shape successful patient outcomes, you will be able to deliver superior customer service to our customer base and excel in the art of troubleshooting, taking ownership on your key assigned sites and pride in your work. 

In addition, the following skills/experience will be desirable:

• Experience in workflow automation
• User Training delivery
• Good Presentation skills

Investing in you

Roche is a company that not only invests in it’s business – over £6.5 billion in R&D worldwide, including £460 million in the UK alone last year – but equally importantly in it’s people.

What this means for you is, not only a competitive salary and benefits package, but also a recognised product training programme and continuous support to build on your knowledge, skills and potential, helping you prepare for the exciting opportunities for further career development.

All of which has gained Roche 2018 Top Employer status in the UK and Europe.