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The Regional Customer Support Centre (RCSC), head office in Burgess Hill, UK, is recruiting a temporary position for 9 months (maternity cover) for a customer-focused Product Specialist based in Denmark, supporting customers of our Point-of-Care products. This is an exciting opportunity for a Biomedical Scientist with a flair for IT or equivalent to join Roche Diagnostics, the world’s leading supplier in In-Vitro Diagnostics. 

Point of care is a unique field in diagnostics, with plenty of opportunities and fertile ground for innovation. Our newest product, the cobas Pulse, offers an industry-disruptive capability, bringing together data and healthcare to drive personalised medicine and outcomes. We welcome applications from individuals with a passion for healthcare, for innovation, and most importantly, for patients. Each interaction with our customers touches thousands of patients' lives, and we are right beside them with the products you would support.

As a Product Specialist in the RCSC, you will provide application and technical support for products from Point-of-Care systems for our customers based in the UK, Ireland, Denmark, Finland, Norway and Sweden. This is a remote support role, handling customer and employee enquiries via online portals and over the phone, being the 1st point of contact for customers experiencing technical issues. As the face of Roche, your customer service skills will be invaluable to enabling healthcare professionals to deliver excellent patient outcomes. 

To be considered for this role, you’ll need to have some scientific background, and experience in point-of-care or biochemistry in a hospital setting would be advantageous; previous customer service experience would be a plus. IT skills will be highly desirable, as the role will require understanding more in-depth about our point-of-care IT products and how they are used to support our evolving portfolio as they demand more IT expertise. 

Fluency in written and spoken English is essential to this role, and we are looking for fluency in written and spoken Danish, to assist supporting Denmark in our customers’ native language.

Please note, you will be expected to travel to Burgess Hill, UK as part of your onboarding and when the department (RCSC) comes together up to 4 times per year. The position is based in Denmark.

What you’ll be doing:

Primarily 1st level remote customer support for our customers of point-of-care products in laboratories, hospitals and general healthcare settings, such as GPs.

These products are mostly our AccuChek Inform II, CoaguChek Pro II, cobas Pulse and LIAT platforms.

Using the various IT platforms at Roche, such as navify POC Operations or navify Connector, to diagnose and troubleshoot POC devices. There is scope to also troubleshoot the IT platforms themselves.

Ensuring proper quality documentation, in our customer relationship management system, for consistent customer experience and staying within our compliance

Supporting, on occasion, sales organisations with their enquiries about the technical aspects of our products and customer relationship management

Work in a fast paced multi-cultural team environment, with shifting priorities and multiple deadlines, from the business and customers

Who you are:

Fluent in English and Danish (essential). Additional Nordic languages are a plus.

A team player in a primarily remote-working environment 

The ideal candidate will hold a degree level qualification in Biomedical Science or an equivalent scientific degree and several years of experience in the diagnostics industry or hospital environment, ideally in point-of-care and/or biochemistry. 

You have IT responsibilities or interest to learn more

Self-motivated, you are full of initiative, taking ownership and pride in your work

You are capable of minimal supervision and manage your own workload and time effectively

You’re able and willing to travel to the head office in Burgess Hill or a customer site for business reasons. 

If you are proud of contributing and feel you have the commitment to teamwork and innovation that we are seeking, then Roche is the organisation for you. 

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.

Roche is an Equal Opportunity Employer.