Service and Support Teams

Your Sales Team

The Account Manager (AM) serves as your lead sales support representative and the point person for your entire field team. Your AM works to ensure your complete satisfaction by

• Consistently delivering the level of sales, support, and problem-solving you desire.
• Assisting with reagent ordering and product pricing.
• Coordinating your local team to identify new opportunities.

Specialized sales representatives work closely with your AM to make certain your customized system meets your workflow and business needs. On average, these specialists have 13 years of experience in the healthcare industry and share proven expertise in workflow analysis and finance.

Your Technical Service Team

All Technical Service Representatives (TSRs) are dedicated lab professionals, most being registered Medical Technologists. Your TSR brings extensive experience in the clinical laboratory and understands the challenges you face every day.

Your TSR

• Works with your lab's key operators to reinforce instrument training during installation.
• Conducts performance verification of your new system according to the Roche diagnostics installation protocol.
• Becomes a technical resource after your system is installed-to answer questions, and help you implement new assays as they become available.

Your Field Service Team

Your Field Service Representative (FSR) is a hardware expert with an engineering background and years of experience in the healthcare industry.

Each FSR

• Facilitates proper system placement in the lab and completes the electromechanical component of the installation to ensure overall system integrity.
• Conducts preventive maintenance calls, which are conveniently scheduled to maximize uptime and minimize workflow interruption.
• Provides emergency service if problems arise.

Your Integration Services Team

The Roche Integration Services Team can tailor a customized plan for your large-scale implementation/installation. These highly training consultants are members of the Project Management Institute (PMI^®), and they apply project management principles to

• Make all aspects of the implementation process as efficient as possible.
• Assemble, orchestrate, and facilitate the installation team, comprised of Roche personnel and appropriate laboratory/hospital representatives.
• Derive, establish, publish, and monitor a mutually agreed-to project plan, including tasks, task interdependencies, task owners, timelines, and durations.

For more information, contact your Roche Diagnostics Account Manager, the Roche Technical Support Center at 1-800-428-2336, or click here to complete an online information request.

PMI is a registered trademark of Project Management Institute, Inc.