Product Support - Laboratory Support Coordinator - supporting NHS Lothian Health Board ( Field Servi

United Kingdom
04 Jan 2021
03 Feb 2021
Sales / Commercial
Full Time
Contract Type
Experience Level
Experienced (non-manager)
Are you looking for an exciting challenge in a key support/commercial liaison role as part of a customer partnership in which the work you do really matters?

Does a rewarding career with a progressive, high-tech business excite you?

As part of Roche's commitment to continued patient care, we are now recruiting for 2 Product Support - Laboratory Support Coordinators and are inviting applications from experienced field service engineers or biomedical scientists, with an ambition to advance their career further.

For these positions, you will be based in the Lothian / Central belt area. Each role will cover 3 customer sites including the following Hospitals: Edinburgh Royal Infirmary, Western General Hospital and St Johns Hospital ; rising to 5 over the next 2 years with plans to expand the team further.

These positions are a superb opportunity for successful candidates to provide high-quality support to the key Roche hospital pathology services in the above-mentioned region. Being field based you will provide frontline support across a variety of analytical systems involving technical engineering, applications support, IT support and training.

Introduction to Roche Diagnostics and the Technical Services Group

Reporting to the Regional Technical Manager, you will join a group of over 200 field and office- based Roche Diagnostics employees in Technical Services. Based strategically across the UK and Ireland, we provide superior customer service in engineering, applications, IT and Workflow services.  

We are a dynamic organisation with a product portfolio which reaches across all pathology disciplines. Our philosophy is to place the customer and patient at the centre of everything we do. This is achieved by our OneRoche approach which brings together Technical, Commercial and other areas of the business.

Scope of each role

Pivotal to these roles will be the provision of technical support including preventative maintenance, hardware & software troubleshooting. You will take ownership of on-going issues and act as an escalation point for any technical interventions. 

In close collaboration with other Roche experts, you will also be coordinating operational excellence on key topics such as system operation, configuration, reagent consumption, assay performance and on-going workflow and optimisation studies.  You will become the solution expert in the laboratory, understanding all aspects of the solution and providing regular advice on best working practices within the network. You will be able to quickly adapt to difficult, changing circumstances and help coordinate decisive actions.

In addition, you will organise and deliver training programmes to enhance the laboratory employees' understanding and use of our Roche solutions.

The opportunity also exists to provide 1st level support on 3rd party systems across blood sciences.

You would be required to generate activity reports and participate in Technical/Operational  Review and Quality meetings, liaise with Roche Sales/Account teams and with all customer key stakeholders to provide an outstanding level of service delivery from Roche Diagnostics Limited.

Who you are

You are either a State Registered Biomedical Scientist (band 6 or above) or a Field Service Engineer, with a strong track record in servicing high-value capital equipment (and qualified to an HNC/HND level or above in electronics).

With proven customer service skills, you will combine a flexible approach with the positive determination to seize opportunities and resolve complex challenges through successful constructive resolutions. 

You will possess a confident and collaborative working approach. Critical in the customer journey, you will be capable of representing the company in a positive manner at client sites - an ambassador for Roche Services - that enhances the reputation and professionalism of Roche Diagnostics Limited. 

You will excel in building productive customer relationships in a complex matrix environment, have a desire to continually enhance service delivery and strengthen our client partnerships.  With a passion to improve and shape successful patient outcomes, you will be expected to work proactively with our solutions and minimise the level of unplanned downtime. You will have an understanding of change management and the ability to generate engagement with the new Roche and third-party solutions is essential.

In addition, most of the following skills/experience will be essential:
  • Experience in workflow automation
  • User Training delivery
  • Presentation skills
  • Good IT knowledge
  • Involvement within an implementation project
  • A  promoter of teamwork, keeping oneself and others on target, able to lead the customer experience on-site
  • Strong organizational and prioritization skills, with a logical and process-driven mindset, and ability to manage personal time 
  • Quick learner with an innovative and continual improvement mindset  
  • Experience of "on-site" customer-facing engineering support
  • Proven track record of troubleshooting experience
  • Good working knowledge of electronics, electro-mechanical systems and information technology
  • Knowledge of Customer Relationship Management (CRM) and web delivery tools (desired)
  • A valid driver's license and indefinite rights of working in the UK are required

Investing in you


Roche is a company that not only invests in its business - over £6.5 billion in R&D worldwide, including £460 million in the UK alone last year - but equally importantly in its people.


What this means for you is, not only a competitive salary and benefits package, but also a recognised product training programme and continuous support to build on your knowledge, skills and potential, helping you prepare for the exciting opportunities for further career development. 

All of which has ranked Roche number 4 in the Sunday Times 25 Best Big Companies to Work in 2020.

Application closing date: 25 January 2021

Privacy Notice:
Please find Roche Diagnostics' Candidate Privacy Notice posted on
Any offer we make for this role will be conditional upon a satisfactory standard Disclosure and Barring Services check/Garda Vetting. A copy of our Disclosure and Barring Services Check/Garda Vetting Company Policy is available upon request. 

Roche is an equal opportunity employer.
Customer Support, Customer Support > Technical & Application Support

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