Support network

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.

Every Roche Field Application Specialist (FAS) is an application systems expert who interacts with customers on the operational side of the system solution. Often involved in optimizing the Roche solution by assisting the customer in validating the performance of the system against manufacturer specifications, and also by revising workflow to optimize efficiency and system performance.

The Roche Information Solutions (IS) team is a group of geographically distributed IT specialists providing both onsite and remote support for Roche data management products. The main objective of the Roche IS specialist is to enhance the flow and processing of diagnostics information produced by laboratory and point of care instruments.

The Roche Care Center is the first after-sales point of contact for our customers requiring support on instrumentation, applications, IT products, reagents and software provided by Roche Diagnostics. The service is available in both English and in French, 24/7, 365 days a year to eligible customers. Roche Care Center: 1‑877‑273‑3433 or laval.techinfo@roche.com.