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Scientific Supplier
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Technical Support Engineer
Scientific Supplier
Internal Technical Support
SWA (Serum Work Arena)
Burgess Hill
£49,700 - £49,700
Diagnostics
Company Information
Our client is a leading healthcare company with a broad spectrum of innovative medical solutions. For more than 100 years, they have been active in the discovery and development, manufacturing and marketing of novel healthcare solutions. Their products and services bring significant benefit to patients from early detection and prevention of diseases to diagnosis ,treatment and treatment monitoring. Our client plays a pioneering role in personalised healthcare and is providing the first products that are tailored to the needs of specific patient groups.
Their mission today and tomorrow is to create added value in healthcare by focusing on our expertise in Diagnostics and Pharmaceuticals
Our clients Diagnostics Division, the world leader in in-vitro diagnostics, offers a wide range of products and services in all fields of medical testing. They have a unique capacity in people and technology to provide innovative, cost-effective, timely and reliable solutions in biomedical research, laboratory diagnostics and patient self-monitoring.
All over the world, they are dedicated to working with their customers – researchers, clinicians and patients – to help them meet their individual needs. It has been said there is not a laboratory in the world that does not contain one of their diagnostic products.
Role Requirements
– 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 Office based in Burgess Hill (2 days a week).
– The role will primarily consist of providing remote Hardware 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 Hardware 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
– 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.
Person Specifications
– You are somebody that thrives under pressure and has a troubleshooting solution focus.
– The ideal candidate will hold a degree level qualification in Biomedical Engineering or several years’ experience in the diagnostic industry or hospital environment.
– You are motivated by exceeding customer expectations, and instilling knowledge.
– You will be capable of working with minimum supervision and manage your time effectively.
– Be willing to work out of the office AT LEAST 2 days a week.
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;
Package
Up to £49,700 dependant on experience!
– Bonus – 12%
– Car Allowance – £7,200 (TBC)
– Employee Assistance Scheme
– Flexible benefits plan worth over £900 annually
– 25 days’ holidays
– Opportunity to buy company shares at a 20% discounted rate
Apply for this role
Locations
Aldershot
Ashford
Banstead
Beckenham
Bognor Regis
Brighton
Bromley
Camberley
Carshalton
Caterham
Chertsey
Chessington
Chichester
Crawley
Croydon
Eastbourne
Egham
Epsom
Gatwick
Guildford
Havant
Haywards Heath
Horsham
Hove
Kingston-upon-Thames
Leatherhead
Lewes
Mitcham
Morden
Orpington
Portsmouth
Purley
Redhill
Richmond upon Thames
Sevenoaks
Staines
Sutton
Tonbridge
Tunbridge Wells
Twickenham
Woking
Date Updated
11 Dec 2024
Job reference
73918
Categories
Full Time
Permanent
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