Product Support Specialist

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 Product Support: Workflows & IT Location: Burgess Hill (Hybrid) Are you a Biomedical Scientist (BMS) looking for a change in career direction? Do you have a strong interest in supporting pathology IT solutions? Does a rewarding career with a progressive, high-tech business excite you? Due to significant business expansion, we are seeking a Product Support (Workflows and IT) professional to join our dynamic IT Services team. Based in Burgess Hill, you will be at the forefront of delivering cutting-edge IT laboratory and point-of-care solutions within our Technical Services department. The Opportunity Our IT Services team is responsible for customer solutions across all business areas, ranging from Centralised Solutions (including Roche Middleware products like cobas infinity) to Point of Care IT (including cobas IT 1000 and cloud-based solutions). Paramount to this role is ensuring patient data integrity and robust information security management. Working in a hybrid capacity, your core responsibilities will include: Customer Support: Providing first-line support via our customer hotline and escalating complex issues to global teams when necessary. Project Coordination: Coordinating software/hardware upgrades and assisting with site system design and implementations alongside field-based colleagues. Training: Delivering expert training on Roche IT Solutions both at our Burgess Hill facility and directly on-site with customers. Commercial Support: Collaborating with Sales & Marketing on tender submissions and product demonstrations, while liaising with third-party companies to support Managed Laboratory Services. Who You Are You are likely a Biomedical Scientist who has started their career in a modern pathology laboratory in the UK or Ireland. You possess a deep understanding of pathology practices and a proven track record with automated lab pathology and data management systems. Your Technical Toolkit: Education: Degree-level education (or equivalent), preferably in Biomedical Science. Instrumentation: Familiarity with Clinical Chemistry and Immunoassay analysers (specifically cobas pro, cobas Pure, or Modular platforms). IT Foundations: Basic knowledge of IT Network components and protocols. Soft Skills: An empathetic, flexible communication style with the determination to see customer issues through to a successful resolution. Desirable (but not essential) Skills: Experience in configuring and optimising lab workflows. Expertise in interfacing protocols such as ASTM or HL7 (specifically ADT and LIS interfacing). Practical knowledge of LAN Network troubleshooting (TCP/IP & FTP). Understanding of data protection, WIFI security, and firewall rules. Who we are A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance 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. The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Roche Products Ltd. At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. We recognise the importance of flexible working and will review all applicants’ requests with care. At Roche difference is valued and we are proud to be an equal opportunity employer where you are encouraged to bring your whole self to work. #J-18808-Ljbffr