Field Support Representative

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position A healthier future drives us to innovate. Together, more than 100,000 employees across the globe are dedicated to advancing science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Roche is a thriving company that offers exciting career opportunities. We encourage and support your development in areas that interest you, preparing you for the next step in your professional journey. We know that our employees are the artisans of our success and we appreciate them to their full value. Our commitment is to create a work environment where feeling valued, respected, and empowered is a daily experience.

The Opportunity

As a Field Support Representative, you are part of a team of experts who play a crucial role in supporting major hospitals and laboratories in the installation and smooth operation of their clinical chemistry, immunoassay, molecular biology, pathology, urine analysis, and automation solutions.

You are an efficient problem solver, passionate about the healthcare environment, and understand the importance of our solutions to the customer experience and patient care. Your passion for problem-solving and customer satisfaction is backed by your technical knowledge to deliver an exceptional customer experience. You will provide rapid, accurate, and consistent support to our clients to minimize disruption to their diagnostic service delivery.

• Customer Relationship Management: Build strong relationships with laboratory managers and use active listening to quickly diagnose and resolve their technical issues
• Deployment and Installation: Collaborate on planning, coordinate hardware/software, and lead the deployment team to ensure the success of installations and upgrades
• Maintenance and Technical Support: Perform preventive maintenance, address technical bulletins, and support regional teams to minimize disruption to diagnostic services
• IT Systems Integration: Work with local specialists (RIS and technical teams) to install, configure, and support software and IT infrastructure
• Collaboration and Administration: Participate in meetings (service, sales, clients) and ensure daily administrative management, including closing files after each site visit

Who You Are

• Technical Education and Expertise: Hold a college diploma (DEC) in electronics technology (or related field) and possess strong knowledge of computer systems and network infrastructure
• Field and Laboratory Experience: Accumulate more than 5 years of relevant field service experience, ideally gained in a laboratory setting (a major asset)
• Customer Support and Guidance: Possess proven experience in customer support, focused on customer centricity, as well as bilingual French/English (oral and written) skills to interact across Canada
• Mobility and Travel (95%): Be available for very frequent travel (95% of the time, including overnight stays and training in Canada, the United States, and Europe), and hold a valid Canadian driver's license
• Geographic Criterion: Reside within 100 km of a major metropolitan airport

Relocation benefits are not available for this position.

The expected salary range for this position based on the primary location of Quebec is 79,144.00 and 103,876.50 of hiring range. Actual pay will be determined based on experience, qualifications, and other job-related factors as determined by the company.

We use artificial intelligence to screen, assess or select applicants for this role.

This posting is for an existing vacancy at Hoffmann-La Roche Ltd.

Who we are A healthier future drives us to innovate. Together, more than 100,000 employees across the globe are dedicated to advancing science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.