This is an excellent opportunity for a Biomedical Scientist/Engineer or equivalent, with an interest in developing IT and technical skills to join Roche Diagnostics, the world’s leading health supplier in In-Vitro Diagnostics.

This exciting position, office based in Burgess Hill (West Sussex, United Kingdom), is part of Roche Tissue Diagnostics (RTD), the world’s leading supplier of automated diagnostic systems to the anatomical pathology market.  Our instrument and reagent systems are used in clinical histology, cytology, and drug discovery laboratories around the globe.  Through automation and systems integration, RTD is standardizing and optimizing the slide staining process, thereby helping pathologists recommend treatment solutions that deliver superior patient care. Our customers consist of hospital-based histology labs, independent reference labs, medical research centres, and drug discovery laboratories of the largest pharmaceutical and biotechnology companies in the world. The Regional Customer Support Centre (RCSC) in Burgess Hill, UK, provides technical and scientific support to our customer base across the UK, Ireland, South Africa, Denmark, Finland, Norway and Sweden.

The scope of this role will be to provide primarily technical telephone support to customers and Roche colleagues remotely for Roche Tissue Diagnostics portfolio of instruments and reagents primarily to our English speaking customers (UK / Ireland / South Africa). You will excel in the art of troubleshooting and pride yourself in providing excellent customer service which enhances the reputation and professionalism of Roche Diagnostics.

As part of your Customer Support role, you will focus on:

• providing technical support and problem resolution to customers at the RCSC;
• providing phone support to all field employees in the region;
• ensuring proper Complaint Handling and documentation in compliance with RTD's Quality System;
• ensuring customer satisfaction in coordination with Field Teams and Sales Managers;
• completing special projects as assigned;
• supporting the Laboratory Trainer during customers and new employees training sessions;
• being involved in Complaint Review, Analysis and Trending process based on performance metrics;
• Providing on-site support as and when required;
• Supporting our sales organisations with instrument / system demonstrations and the provision of technical responses as part of the tender process.
 
You will be expected to live within commuting distance of Burgess Hill (UK) or be willing to relocate to the geographical area. Relocation assistance will be offered. There will be an intensive initial introduction training for the first six months of the position some of which will be in our European training centres. Thereafter, you will also be required to attend periodic training on customer support operations and product offerings at various locations.

Who you are:

In addition to a degree level qualification in biomedical science/engineering or equivalent, you will ideally have a background in histopathology and will be able to demonstrate some experience of working in a hospital laboratory. You will also have an interest in developing technical and IT skills that relate to our Tissue Instruments, full training will be given.  Experience of Customer Service and being multi-lingual would be advantageous. The following additional languages are applicable:

• Fluent English / Swedish / Danish
Team oriented & customer focused, you will possess a confident working approach and show a proven ability to deliver under pressure in a rich multi-cultural environment.

In addition, the following skills/experience will be required to be successful in this role:

- Ability to approach problems analytically, troubleshoot systems and provide resolution guidelines to customers;
- Focus on customer satisfaction and customer care;
- Cultural sensitivity;
- Good understanding of modern Laboratory Practices;
- Training & IT literacy skills;
 
In return, we will offer you a competitive salary package and a first class industry recognized product training program. The training programs will be designed to develop you as a person and a recognised valuable source of information for our customers.  ​