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The Position

THE POSITION: PRODUCT SUPPORT - INFORMATION SOLUTIONS FOR A SOLUTION-FOCUSED TEAM OF APPLICATIONS, INFORMATION SOLUTIONS AND ENGINEERING SPECIALISTS IN THE CENTRAL EAST OF THE UK

Are you looking for an exciting challenge in a key support role within a team of experts across many high-profile customer accounts in which the work you do matters?
This is a field-based Product Support role that supports customers in the Central East region of the UK with a primary focus on Information Solutions. You will be part of a team of Applications, Information Solutions, and Engineering Specialists who provide a proactive solution approach to support, covering implementation, technical systems support, analytical reviews, and administrative duties. Other key areas of responsibility for the team will also be reactive support, troubleshooting, and preventative maintenance.
Your role will encompass providing comprehensive, whole solution-focused support for a diverse range of digital IT solutions, which form the backbone of all modern laboratories. From installation, fault diagnosis, to repair, preventative maintenance, and customer training, you’ll play a vital role in shaping the future of healthcare delivery.

• Provide Technical & Scientific Support: Handle customer inquiries via phone or email, troubleshooting issues from initial contact through to resolution.
• Conduct On-site Activities: Perform on-site troubleshooting, assist with planned maintenance and system configurations, and support corrective maintenance when needed.
• Manage Customer Issues: Develop action plans, document all interactions in our case management system, and escalate product quality issues to the appropriate teams.
• Adhere to Standards: Ensure all work meets safety and information security standards, with a particular focus on patient data.
• Represent Roche: Act as a professional representative for our service offerings, aligning your efforts with our goal of providing best-in-class service.