Product Support Representative

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Opportunity:

You as the Product Support Representative are responsible for the installation, maintenance, and seamless operation of Roche Information Solutions Portfolio (RIS, e.g. including navify POC Operations, navify LAB Operations, navify LAB Advantage, Digital Pathology etc.). You ensure optimal system performance and high-quality user experience through regular upgrades and proactive technical support.
By collaborating closely with customers, you optimize the diagnostic performance of Roche instruments, reagents, and systems. This position plays a critical role in achieving the division’s financial and professional goals by providing expert support to our customers, while maintaining full compliance with quality and safety standards.

Technical Implementation & Support:

• Solution Deployment: Lead the onsite and remote installation, configuration, and testing of the Roche IT portfolio.
• Troubleshooting: Provide high-level technical support for the systems and solutions of the RIS Portfolio, utilizing remote tools (e.g., Thingworxs) and onsite visits.
• System Optimization: Perform software upgrades and system adjustments; verify and approve the operational quality of all system equipment.
• Lifecycle Management: Monitor notifications continuously, providing timely feedback and proactive updates to customers to ensure sustainable operations.

Consultative Partnering & Training:

• Customer Advisory: Act as a consultant to senior laboratory and hospital leadership, participating in technical negotiations to align Roche’s digital offerings with customer needs.
• Training: Conduct comprehensive onsite training for healthcare professionals; serve as a "Key User" and rollout leader for customer-facing portals.
• Account Management: Act as the primary technical support contact for assigned strategic accounts, managing complex problem escalations.
• Co-creation: Partner with customers to develop tailor-made, sustainable digital solutions.

Collaboration & Global Integration:

• Network Integration: Represent Roche UK and Ireland in global and regional digital teams, ensuring local requirements are integrated into global best practices.
• Cross-functional Synergy: Collaborate with Sales, Service, and Marketing on digital initiatives and campaigns to enhance market presence.
• Project Management: Manage and coordinate complex IT projects with professional cross-functional support.

Administration & Compliance:

• Documentation: Maintain precise records of cases, incidents, and project progress in the CRM (Rexis) system in line with ISO and company standards.
• Governance: Strictly adhere to SOPs, Compliance, and ISO regulations, including occupational safety and reporting obligations.
• Performance: Meet and exceed assigned KPI requirements.

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. 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.