Technical Specialist -Regional Customer Support Centre (Molecular Diagnostics)

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Technical Specialist (Solution Support)

Do you want to use your technical expertise to directly impact patient care?

Do you thrive on working with customers to solve their problems?

Are you ready to grow your career in a collaborative and supportive team?

Our team mate has been promoted so we are looking for a new Technical Specialist to join our Molecular Diagnostics remote support team. Based within our state-of-the-art Regional Customer Support Centre (RCSC) in Burgess Hill, you will provide high-value technical and application services to customers. By contributing to this vital team, you ensure that healthcare providers across the UK, Ireland, Nordics and the wider EMEA-LATAM region can seamlessly deliver the diagnostic results that patients rely on every day. 

The Job Details

The Position:Technical Specialist (Solution Support) - Regional Customer Support Centre (Molecular Diagnostics) 

Location: Burgess Hill, Sussex (Hybrid: Minimum 2 days per week in office) 

Position Type: Full-time, Permanent 

Who You Are 

You are a natural problem-solver who enjoys working in a fast-paced environment. You are comfortable bridging the gap between tricky technical issues and what our customers actually need, acting as a helpful bridge for both internal teams and our customers. With a solid scientific, biomedical or engineering background, you are the sort of person who will thrive in our diverse, collaborative team. Above all, you are someone who works with integrity, not afraid to step up when challenges arise, and always committed to delivering high-quality results.

What You’ll Do 

As a Technical Specialist, you will be the go-to person for our customers, offering the technical and scientific support they need to keep things running smoothly. You will handle enquiries and complaints from start to finish, diagnosing issues and finding the right solutions. Beyond daily support,  you will also help train customers and staff, support new product launches, and use your technical expertise to help our sales team. Ultimately, you will play a big part in keeping our lab systems running at their best and ensuring our customers have a brilliant experience, wherever they are.

Your core responsibilities will include: 

• Customer Support & Troubleshooting: Process and troubleshoot enquiries/complaints via phone or written channels, utilizing remote diagnostic tools. Handle complex complaints and maintain accurate documentation within the CRM system.
• Escalation Management: Identify product quality issues or complex failures that require escalation to 2nd Level Support or Technical Product Management (TPM) teams.
• Knowledge Transfer & Training: Perform training for Roche systems and publish technical information for staff and customers. Coordinate service-related topics during product launches.
• Sales & Technical Assistance: Assist the sales process through tender responses, product demonstrations, and customer meetings by leveraging your product and laboratory organisation knowledge.
• On-site Expertise: Provide on-site troubleshooting for complex situations, assist with system installations, and configure installed systems as needed.
• Governance & Safety: Ensure compliance with IT security and data governance standards.
• Cross Functional RCSC Support: Provide assistance across RCSC support teams when needed. Develop T shaped skills and a solution support mindset. 

What You Bring 

Expertise: Degree-educated in a relevant scientific, biomedical, or engineering discipline or significant work experience in those fields. 

Language Skills: Fluent in English (written and verbal). Proficiency in a Nordic language at a business level is desirable but not required.

Experience: Previous experience in a medical, research, or technical environment (technician or medical technical assistant). A specialized background or technical familiarity with Molecular Diagnostics workflows is advantageous.

Technical Aptitude: Strong troubleshooting experience, IT literacy, and an understanding of the Diagnostics industry.  Knowledge of CRM platforms (e.g., Salesforce) is advantageous.

Role Requirements: Ability to work in an office-based role with some flexibility. Readiness to provide out-of-hours telephone support if required.

Attributes: 

To thrive in our team your friends would describe your attributes as being analytical and sharp, with a real knack for getting to the bottom of problems. You are the person who stays calm when things get hectic, helping others keep their cool too. They would say you are a fantastic listener who can explain complex technical stuff in plain language, yet you are assertive enough to handle tricky conversations and know exactly when to ask for backup. Crucially, you are a natural collaborator who genuinely loves working with all sorts of people, all underpinned by a strong sense of integrity, courage and passion for the work you do.

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.

Let’s build a healthier future, together.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Roche Products Ltd. At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. We recognise the importance of flexible working and will review all applicants’ requests with care. At Roche difference is valued and we are proud to be an equal opportunity employer where you are encouraged to bring your whole self to work.