Product Specialist (Danish Speaking)

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

This is an excellent opportunity for a Biomedical Scientist or equivalent to join Roche Diagnostics, the world’s leading health supplier in In-Vitro Diagnostics.

This exciting position is part of the Serum Work Area (SWA) within the Regional Customer Support Center Hub. The Regional Customer Support Centre based in Burgess Hill, UK, provides technical and scientific support to our customer base across the UK, Ireland, Denmark, Finland, Norway and Sweden. 

This position is being offered as a remote based in one of our Roche Offices in the Nordics with regular touch points with the Hub in the UK. 

The role will primarily consist of providing remote application support for our SWA portfolio of instruments and solutions as well as customer and employee training. The scope of support includes customers and Roche colleagues within the UK, Ireland, Denmark, Finland, Norway and Sweden. You will excel in the art of troubleshooting and pride yourself in providing excellent customer service 

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

• Providing a solution focus to Application problem resolution to customers

• Providing remote support to field employees in the region;

• Ensuring proper Complaint Handling and documentation in compliance with our Quality System;

• Ensuring customer satisfaction in coordination with Field Teams and Sales Managers;

• Completing special projects 

• Conducting Training in our Training Laboratories based in the UK Burgess Hill Office and on customer site where required;

• Being involved in Complaint Review, Analysis and Trending process based on performance metrics;

• Providing on-site support as and when required;

• Supporting our sales organizations with instrument/system demonstrations and the provision of technical responses as part of the tender process.

 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 centers. Thereafter, you will also be required to attend periodic training on customer support operations and product offerings at various locations.

Who you are:

You are somebody that thrives under pressure and has a troubleshooting solution focus. The ideal candidate will hold a degree level qualification in Biomedical Science or an equivalent scientific degree and several years’ experience in the diagnostic industry or hospital environment.

You are motivated by exceeding customer expectations, and instilling knowledge. Self-motivated, you are full of initiative, taking ownership and pride in your work. You will be capable of working with minimum supervision and manage your time effectively. You will possess a confident working approach and show a proven ability to deliver under pressure in a rich multi-cultural environment.

You will be Fluent in Danish and English.

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. 

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.

Roche Diagnostics A/S is the Danish affiliate of the Roche Group and employs approx. 90 highly qualified people. In recent years, Roche Diagnostics A/S has been developing rapidly, and the future looks promising.