The Position

This is an excellent opportunity for a Biomedical Scientist or equivalent, with an interest in developing IT and technical skills to join Roche Diagnostics, the world’s leading health supplier in In-Vitro Diagnostics.

This exciting position, either office based in Burgess Hill (West Sussex, United Kingdom) or remote from Kenya or South Africa, is part of Roche Centralised and Point of Care Solutions (CPS). The world’s leading supplier of automated diagnostic systems to the anatomical pathology market.  Our instrument and reagent systems are used in clinical chemistry, immunology, and Research laboratories around the globe.  Through automation and systems integration, CPS is standardizing and optimizing the automation process, thereby helping pathologists recommend treatment solutions that deliver superior patient care. Our customers consist of hospital-based Clinical Chemistry & Immunology labs, independent reference labs, medical research centres, and drug discovery laboratories of the largest pharmaceutical and biotechnology companies in the world. The Regional Customer Support Centre (RCSC) in Burgess Hill, UK, provides technical and scientific support to our customer base across the UK, Ireland, South Africa, Kenya, Denmark, Finland, Norway and Sweden.

The scope of this role will be to provide primarily technical telephone support to customers and Roche colleagues remotely for Roche Serum Work Area portfolio of instruments and reagents primarily to our English/Kiswahili speaking customers (UK / Ireland / Kenya). You will excel in the art of troubleshooting and pride yourself in providing excellent customer service which enhances the reputation and professionalism of Roche Diagnostics.

The hours of support required are:

• Kenyan time: 0800 to 1800

As part of your Customer Support role, you will focus on:

• providing technical support and problem resolution to customers at the RCSC;
• providing phone support to all field employees in the region;
• ensuring proper Complaint Handling and documentation in compliance with Centralised Solutions’ Quality System;
• ensuring customer satisfaction in coordination with Field Teams and Sales Managers;
• completing special projects as assigned;
• supporting the Laboratory Trainer during customers and new employees training sessions;
• being involved in Complaint Review, Analysis and Trending process based on performance metrics;
• Providing on-site support as and when required;
• Supporting our sales organisations with instrument/system demonstrations and the provision of technical responses as part of the tender process.
• To work in the office, you will be expected to live within commuting distance of Burgess Hill (UK) or be willing to relocate to the geographical area. Relocation assistance will be offered. However, we are also offering the opportunity to work remotely from Kenya for those who do not wish to relocate long-term. There will be an intensive initial introduction training for the first six months of the position some of which will be in our European training centres. Thereafter, you will also be required to attend periodic training on customer support operations and product offerings at various locations.

Who you are:

In addition to a degree level qualification in biomedical science/engineering or equivalent, you will ideally have a background in biochemistry and will be able to demonstrate some experience of working in a hospital laboratory. You will also have an interest in developing technical and IT skills that relate to our SWA Instruments, full training will be given.  Experience in Customer Service and being multilingual would be advantageous.

The following languages are required:

• Fluent English (Mandatory)
• Kiswahili.
• Team-oriented & customer-focused, you will possess a confident working approach and show a proven ability to deliver under pressure in a rich multi-cultural environment.

In addition, the following skills/experience will be required to be successful in this role:

• Ability to approach problems analytically, troubleshoot systems and provide resolution guidelines to customers;
• Focus on customer satisfaction and customer care;
• Cultural sensitivity;
• Good understanding of modern Laboratory Practices;
• Training & IT literacy skills;

This position will close on the 3rd August 2022

The Position

This is an excellent opportunity for an experienced Technical Specialist / Field Service Representative  / Engineer or Biomedical Scientist to join the world’s leading supplier in In-Vitro Diagnostics.

This exciting position, either office based in Burgess Hill (West Sussex, United Kingdom) or remote from Kenya or South Africa, is part of Roche Centralised and Point of Care Solutions (CPS). The world’s leading supplier of automated diagnostic systems to the anatomical pathology market.  Our instrument and reagent systems are used in clinical chemistry, immunology, and Research laboratories around the globe.  Through automation and systems integration, CPS is standardizing and optimizing the automation process, thereby helping pathologists recommend treatment solutions that deliver superior patient care.

Our customers consist of hospital-based Clinical Chemistry & Immunology labs, independent reference labs, medical research centres, and drug discovery laboratories of the largest pharmaceutical and biotechnology companies in the world.

As part of your Customer Support role, you will focus on:

• Providing technical support and problem resolution to customers at the RCSC;
• Providing phone support to all field employees in the region;
• Ensuring proper Complaint Handling and documentation in compliance with Centralised Solutions’ Quality System;
• Ensuring customer satisfaction in coordination with Field Teams and Sales Managers;
• Completing special projects as assigned;
• Supporting the Laboratory Trainer during customers and new employees training sessions;
• Being involved in Complaint Review, Analysis and Trending process based on performance metrics;
• Providing on-site support as and when required;
• Supporting our sales organisations with instrument/system demonstrations and the provision of technical responses as part of the tender process.

This role is mainly remote based and does not require relocation, however it will be preferable to be located close to one of our offices to speed up the intensive initial introduction training . There will be an intensive initial introduction training for the first six months of the position some of which will be in our European training centres. Thereafter, you will also be required to attend periodic training on customer support operations and product offerings at various locations.

Who you are:

• In addition to a degree level qualification in biomedical science/engineering or equivalent, you will ideally have a background in biochemistry and will be able to demonstrate some experience of working in a hospital laboratory.
• You will also have an interest in developing technical and IT skills that relate to our SWA Instruments, full training will be given. 
• Experience in Customer Service and being multilingual would be advantageous.

The following languages are required:

• Fluent English (Mandatory)
• Kiswahili.

Team-oriented & customer-focused, you will possess a confident working approach and show a proven ability to deliver under pressure in a rich multi-cultural environment. In addition, the following skills/experience will be required to be successful in this role:

• Ability to approach problems analytically, troubleshoot systems and provide resolution guidelines to customers;
• Focus on customer satisfaction and customer care;
• Cultural sensitivity;
• Good understanding of modern Laboratory Practices;
• Training & IT literacy skills;

This position will close on the 3rd August 2022

The Role

This is a new position within the recruitment function, and has responsibility for Sourcing at Executive level (typically the most senior 1% of roles at Roche). Your remit will predominantly be across EMEA and the US, with some coverage across APAC. Given the seniority of the hiring, most work will be across our key sites in Basel, San Francisco, Indianapolis and Singapore. While having responsibility to partner on our most senior searches, you will also have the responsibility to mentor, develop and coach members of our local / regional sourcing teams and recruiters, as well as working with the Global Lead, Executive Recruitment to set expectations around best in class executive recruitment research.

Key Responsibilities

• Working closely with Senior Recruiters, HR and Hiring Managers, you will deliver exceptional candidate long-lists and short-lists, for our most senior hires 
• With the Global Lead, Executive Recruitment, you will set the standards for best-in-class executive search research, and be one of the key  “go to” people for other members of the recruitment function in this area
• Work closely with the Team Lead, Global Sourcing, to ensure alignment with the broader sourcing team’s goals and strategy, as well as helping identify and support areas for development 
• You will mentor / develop others, to enhance our global capability - with the ultimate goal of ensuring consistency in quality of executive level sourcing
• Working across marketing, Talent Scouting, leadership & development, HR, recruitment and D&I, you will ensure that the expertise of our colleagues is leveraged where possible, and that in turn executive sourcing supports the objectives of others
• You will ensure that our reporting (candidate and project reports) are accurate, professional and impactful, while also 
• Where appropriate, you will manage external recruitment / resourcing capabilities and delivery

Candidate Profile

• You have a university degree as well as significant experience in Executive Recruitment in a fast paced environment. You possess excellent interpersonal skills and are comfortable working in a matrixed and multicultural environment. Additionally you bring the following skills and competencies:
• Strong experience of delivering life sciences search projects at the most senior levels of an organisation
• Previously mentored / developed or managed junior researchers; you have a strong track record of developing others across the full scope of end-to-end executive recruitment responsibilities 
• Consultative; able to speak credibly to advise stakeholders around a range of topics relating to leadership - from the leadership competencies / experiences that are most likely to drive any given strategy, to where such leaders may be found
• Background at  top-tier search firm and / or in-house role
• Exceptionally strong interpersonal skills - able to build credibility and partner with senior leaders, both internally and externally
• Thorough, methodological approach to mapping markets - the ability to ensure all potential candidates are identified
• Experienced in attracting senior executives to opportunities
• Highly agile, experienced with working in complex, matrix environments and balancing the needs of a range of stakeholders
• Has worked internationally / globally 
• Experience with various ATS / CRM systems