Every Roche Field Support Representative (FSR) is a systems expert who maintains direct contact with the customer and who is tasked with responding quickly and professionally to any request for assistance. FSRs are responsible for the install site survey, feedback and recommendations, physical install, managing preventive maintenance schedules and, if needed, intervening in emergency situations.
Our Instrument Support team works seamlessly to coordinate and execute instrument installations across Canada. This involves site readiness assessments, logistics coordination, movement and delivery of multiple components and assemblies, and the physical installation of the solution. Larger, more complex installations can involve an Implementation Project Manager who provides in-depth support for your solution transition, all at your request and on a fee-for-service basis.
With the objective of delivering peace of mind to Roche Diagnostics customers, the Support Operations team is the logistical backbone of the Roche Support Network. This group acts as the liaison between the Roche Care Center and the Instrument Support teams. Focused on optimizing the performance of Roche instruments and customer laboratories, Support Operations coordinates activities related to:
- the dispatch of daytime and after-hour emergency support calls to support teams
- planned maintenances
- instrument updates
In close collaboration with our logistics team, 5,000 spare parts are actively managed in Forward Stocking Locations across Canada, all to ensure quick access to critical spare parts within the same day or the following morning. Each FSR maintains a trunk stock of parts, increasing the probability of “first-time fixes” and minimizing instrument downtime.