Field Applications Specialist - Core Lab - New Jersey/Philadelphia

Roche • Indianapolis, IN

1d • Remote

About The Position

This is an exciting opportunity to join the Roche Support Network as a Field Applications Specialist, a key member of the Customer Support team. You will be the primary scientific and technical representative in the Northeast region, primarily supporting the New Jersey and Philadelphia area for Roche systems in customer laboratories within the Core Lab space. Your role will involve providing best-in-class on-site customer support, including application implementation, operator training, and troubleshooting for diagnostic instrumentation and assays throughout their entire product life cycle. You will build and maintain strong, collaborative relationships with customer stakeholders, ensuring high customer satisfaction and creating value within their lab operations. This role requires consulting with customers on their lab needs, supporting them throughout the product lifecycle, performing and assisting with installations of complex diagnostic instruments, software, and reagent applications, and validating system performance. You will deliver comprehensive on-site training to laboratory personnel, act as the primary on-site resource for resolving complex technical issues, perform root cause analysis, and partner with other Roche team members to implement and support total solutions. You will provide scientific and applications expertise to laboratory stakeholders and medical professionals, optimize workflows, implement new assays, and interpret results. Additionally, you will serve as the customer liaison, collecting feedback and relaying it to support and commercial teams, and partner with the sales team, leveraging technical knowledge during pre-sales activities. You will ensure consistent customer experiences by following Roche protocols and procedures, maintain accurate records using Roche’s CRM system, and complete administrative duties. This is a field-based role requiring overnight travel within a designated territory (New Jersey and Philadelphia region), with 50% or more travel expected.

Requirements

• Bachelor’s degree in Biology, Chemistry, Cell Biology, Biochemistry, Medical Technology, Clinical Laboratory, and/or relevant experience.
• 3 years of previous experience in a clinical laboratory or IT in a clinical lab environment (including internships, college, certification time, etc.)

Nice To Haves

• Medical Laboratory Technologist/Scientist (ASCP/AMT) or equivalent clinical laboratory experience in a clinical environment.
• Experience working in a clinical environment with a demonstrated knowledge of clinical chemistry and immunoassay.
• Ability to learn Roche solutions for applicable franchises (i.e. chemistry, immunology, life sciences, IT solutions), and stay current with industry trends.
• Diagnose and solve technical problems efficiently and effectively.
• Experience implementing new instrumentation or methodologies in a clinical or research laboratory environment
• Effective written/verbal communication skills as well as project and stakeholder management experience.
• Effective customer consultative skills which includes advanced scientific knowledge and analysis, training, exceptional customer engagement, and fostering of strong customer relationships.
• Demonstrated ability to coach and mentor junior staff and lead by example.
• Ability to work as a field based individual contributor with independence and autonomy.

Responsibilities

• Build and maintain strong, collaborative relationships with customer stakeholders, ensuring a high level of customer satisfaction and creating value within the customer’s lab operations.
• Consult with customers on lab needs and act as a partner by supporting the customer throughout the product lifecycle which could include supporting product upgrades and other changes.
• Perform and/or assist with the installation of complex diagnostic instruments, software, and reagent applications in customer laboratories.
• Validate system performance to ensure it meets manufacturer specifications.
• Ensure effective and cohesive application of the newly installed solutions.
• Deliver and, in some cases develop, comprehensive on-site training to laboratory personnel on the proper use and maintenance of Roche systems, including theory of operation, workflow, quality control, and data interpretation.
• Act as the primary on-site resource for resolving complex technical issues related to instrumentation, software, and assay performance.
• Perform root cause analysis and implement corrective actions to minimize instrument downtime.
• Partner with other Roche team members to implement and support total solutions, such as automation, digital tools, etc.
• Provide scientific and applications expertise to laboratory stakeholders (this could include supervisors, managers, directors, technologists) and medical professionals (this could include pathologists, doctors), helping them ensure cohesive lab operations by optimizing workflows, implementing new assays, and interpreting results for Roche's portfolio.
• Serve as the customer liaison and collect feedback from customers on product performance, features, and usability, and then relay this information back to support and commercial teams, maintaining a competitive advantage.
• Partner with the sales team and leverage in-depth technical knowledge during pre-sales activities, including product demonstrations, technical consultations, menu optimization, and other post-sales, revenue-generating opportunities.
• Ensure consistent customer experiences by following Roche protocols and procedures.
• Maintain accurate and timely records of all service activities, customer interactions, and technical issues using Roche’s CRM system.
• Complete all administrative duties, such as travel and expense reporting, as required.

Benefits

• Company car is provided
• Discretionary annual bonus may be available based on individual and Company performance.
• Benefits detailed at the link provided below.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level