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

Roche Diagnostics has a superb opportunity for you to grow your skills whilst directly supporting our customers in the Omagh, Enniskillen and border regions, surrounding areas and being part of the field based Engineering team in Ireland.

The successful candidate will provide frontline support covering electro-mechanical hardware routine proactive/reactive work, technical training, upskilling of customers and ensuring all administration and regulatory documentation is maintained. As the first responder for technical, Applications and IT related issues, you will be expected to build your system understanding around the entire customer solution to include information solutions and applications of the Roche diagnostic products.

Key activities will include troubleshooting and ownership of faults, preventative maintenance, fault related data analysis and generation of reports to improve efficiency across Roche’s product portfolio.

You will be accountable for the successful delivery/uptime and overall customer experience of their relevant service offering and you will be accountable for the core service activities efficiently and productively, supporting your customer base.

You will work with peers and key stakeholders to ensure a seamless “sales-service” alignment approach and a differentiated customer offering/solution. You will be a key member of the Technical Services Team in Ireland ensuring the right people are in the right place, with the right skills, capabilities and competencies at the right time.

You should be resilient, and tenacious. You thrive under pressure, working effectively as part of a close-knit team in a fast-paced, time-sensitive environment with shifting priorities and multiple deadlines. With strong analytical skills, you are at ease working with technical, scientific and numeric information.

For this position, it is essential that you are already based in the Omagh, Enniskillen or border regions. With this intent in mind, applicants will only be considered if they are currently residing within this geographical area.

You will be expected to work closely with the wider team and all other areas of Roche to provide best-in-class service for our customers.

Key Responsibilities

• Technical success in the delivery of our service offering for our customers, putting the customers at the centre of what we do and working with other technical managers.
• Technical effectiveness by championing and upholding technical excellence in the execution of technical activities across systems, processes, data, capability and competence.
• Technical Customer Centricity by ensuring that we support our customers, react to customer and market demands and continuously strive to achieve technical excellence, inc. continuous improvement and change as necessary.
• Employee Impact by role modelling flexibility, creativity and teamwork behaviours and building effective cross-functional/cross-regional collaboration to multiply your impact.

Who you are

• Ideally Degree-educated, or Diploma level in Electrical/Mechanical Engineering or equivalent demonstrable experience, you will possess a thorough and up-to-date understanding of the IVD industry and have solid experience in implementing best-in-class support.
• With the ability to provide effective support for pathology laboratory solutions, you will be motivated by exceeding customer expectations and instilling knowledge.
• Self-motivated with a positive mindset, you will excel in the art of troubleshooting and taking ownership and pride in your work. As an implementer of change, you will have a questioning approach to issues, the ability to drive innovations and train, coach, mentor and develop others.

The successful candidate must possess a valid driving licence and have the permanent right to work in Ireland.

Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is United Kingdom. If you are interested in additional locations where the role may be available, we will provide the relevant compensation details later in the hiring process.