Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche.

Join one of the world’s largest diagnostics companies focused on advancing science to improve people’s lives

Customer focussed role to ensure superior customer service

Melbourne - Field based role 

Support Specialist – Lab IT, is responsible for all Roche supplied customer IT solutions including direct Instrument interfacing, covering all business areas within Roche Diagnostics Australia. Paramount to delivery of these systems will be patient data integrity and all necessary information security management aspects.

What you will be working on:

As a Support Specialist – Lab IT you will:

Install, maintain and troubleshoot Roche IT solutions and Roche Instruments Operating software at Customer sites as required

Engage with the customer during the sales process and bringing the projects through planning, implementation, testing and into a live system

Support the Service team in IT and service related issues remotely or at customer sites

Deliver software upgrades and be involved in site system design and implementations

Provide consultation on connectivity solutions, regulatory compliance, security and virus protection concerns and the implementation of IT products to ensure goals and objectives of Roche products are installed and Integrated via HL7 and ASTM with Hospital/Laboratory Information System (HIS/LIS), within prescribed timeframe and cost parameters

Provide workflow consulting activities that include the documentation of existing layout and laboratory processes, and a proposal for the future using appropriate visualization and simulations tools e.g. turnaround time (TAT) reports/simulations, laboratory layout, laboratory process mapping

Understand and translate the features of all IT Solutions portfolio of products into customer oriented benefits communication

Provide product presentation, demonstration, and end-user training/workshop

Provide second level IT support / troubleshooting assistance to Application Specialists, Field Service Engineers and customers for all Roche Instrumentation

As superior customer service is pivotal to the success of Roche, telephonic and online support is also supplied nationally via the National Support Centre/Integrated Communications Centre.

Who you are:

You’re someone who wants to influence your own development. You are looking for the opportunity to pursue your interests across functions and working in a multicultural environment motivates you. You have:

Relevant degree / diploma in Science / Laboratory Science / Telecommunications with special emphasis on Information Technology subjects

At least 3 years experience working in related fields within the Medical Diagnostic Industry

Excellent communication skills, both written and verbal

Strong customer empathy and interaction skills

Proven track record in data connectivity, troubleshooting and resolution

To be successful in this role, you should demonstrate:

Analytical Systems expertise - Roche Automated Analytical Systems including Clinical Chemistry Systems, Immunodiagnostic systems, Haematology Systems, and Integration systems.

Experience interfacing laboratory and hospital equipment to middleware or various LIS systems

Strong knowledge of IT infrastructure technology including servers, desktops, storage, networks, operating systems, platforms and configurations

Thorough knowledge of the widely used ASTM/HL7 protocols, TCP/IP, networking and firewalls would be an advantage

Knowledge and experience using JavaScript and SQL

Experience in training personnel

This role is Melbourne – Field based and Full eligibility to live and work in Australia is required as visa and/or relocation support is not available for this role.

At Roche Diagnostics Australia, we are proud of our recent gender pay gap results and remain committed to promoting an equitable and inclusive recruitment and people practices that empower our people to be the best version of themselves.

We do not accept any unsolicited resumes or enquiries from recruitment agencies. Roche has a dedicated in-house Talent Acquisition team.

Roche offers rewarding growth opportunities, a competitive remuneration package and a collaborative culture where people are united in purpose and will stretch you to be brave, speak up and think differently. Feel empowered to deliver meaningful outcomes, supported by accessible and inspiring leaders. 

Roche encourages a high-performance culture where you are empowered and trusted to make decisions. We strive for excellence and extraordinary results and take a genuine interest in our people and their well-being, and our patients.

Take pride in knowing you can make a difference to millions of patients worldwide in developing diagnostics and treatments for oncology, neuroscience, inflammation, immunology, ophthalmology, rare diseases, respiratory disease and diabetes.

We are committed to providing an inclusive, safe, secure and healthy workplace, and to minimise any such impacts to our employees, customers and the community. We welcome applications from all people and encourage you to advise of any individual circumstances that may require consideration.

At Roche, 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.

Roche is an Equal Opportunity Employer.