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Senior Applications and Customer Service Specialist
2 months ago
Mass Spectrometry - Senior Field Application Specialist
Location: United Kingdom - Manchester/Sheffield area
We are committed to providing exceptional care and celebrating authenticity while embracing and celebrating our differences. Our curiosity and passion for delivering the highest quality care unites us. At F. Hoffmann-La Roche Gruppe, we believe that inclusion is key to understanding people's varied healthcare needs.
We are building a team of Mass Spec Service Experts - technicians and scientists - who will be responsible for the customer support of our new Mass Spec analyzer. This international team will do the cross-country support remotely and on-site in Europe and Middle East.
Purpose:
We are currently seeking a highly skilled and experienced Field Applications Engineer Expert with experience in Mass Spectrometry and / or Liquid Chromatography (LC) to provide cross-border applicative support to our customers in hospitals and commercial laboratories in EMEA (Europe & Middle East). In this role, you will utilise your in-depth expert knowledge of Mass Spectrometry and broad knowledge of Mass Spec related disciplines to ensure the highest level of support to our customers.
- You will coordinate the installation of instruments, including site preparation, system testing, application of reagents, customer training, routine support, and handover.
- You are responsible for several Roche instruments, training, maintenance and service activities, ensuring adherence to general guidelines for target agreements and economic efficiency.
- You will handle customer and employee inquiries, resolving errors, complaints, and complex problems independently. You utilise digital service tools to effectively solve problems.
- You ensure adherence to internal processes and training/support concepts, while proactively introducing new ideas for optimization and engaging in knowledge transfer across stakeholders to ensure timely and high-quality information management.
- Finally, you propose and implement activities aligned with customer satisfaction surveys and ongoing customer and business area feedback.
Qualifications:
- Bachelor or Master degree in chemical engineering or natural sciences (e.g., biology, chemistry, medicine)
- Advanced knowledge of quantitative mass spectrometry and experience in the medical diagnostic market
- Seeking for an expert experienced in quantitative mass spectrometry with a profound knowledge in liquid chromatography
- Excellent working approach with a strong customer focus
- Excellent problem-solving skills and ability to work well under pressure
- Strong interpersonal skills and ability to build productive customer relationships within a complex matrix environment
- Strong analytical skills and ability to communicate effectively at all levels
- Fluent in English; a proficient level in a second served language is preferred
Availability to travel up to 75% of time
We are looking for a highly skilled Mass Spectrometry Field Applications Engineer Expert with a passion for providing exceptional customer support and possess the necessary applicative expertise. If you are a motivated and experienced professional, we would love to hear from you.
Who we areAt F. Hoffmann-La Roche Gruppe, 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.
Our UK Diagnostics business, headquartered in Burgess Hill, West Sussex, employs approximately 560 highly skilled individuals. We provide the industry's broadest range of diagnostics and monitoring products & services, spanning all sectors of the market: from small hand held devices used directly by patients or healthcare professionals, to large diagnostic instruments found in hospital laboratories.
