Field Applications Specialist-Core Lab- Chicago, IL
About The Position
The Field Applications Specialist is a field-based member of Roche’s Customer Support team and serves as the primary scientific and technical representative for Roche systems in customer laboratories in the Core Lab space in the Chicago, Illinois area. The role provides on-site support throughout the product life cycle, including application implementation, operator training, troubleshooting, and support for product upgrades and other changes. The position is remote and field-based, with overnight travel expected, and the territory covers the Chicago area. The specialist builds customer relationships and consults on laboratory needs, installs and validates diagnostic instruments, software, and reagent applications, and trains laboratory personnel. The role resolves complex technical issues, performs root cause analysis, supports workflow optimization and new assays, and shares customer feedback with Roche support and commercial teams. It also partners with Sales on demonstrations and technical consultations, maintains accurate customer and service records in Roche’s CRM system, and completes administrative duties. A company car is provided.
Requirements
- Bachelor’s degree in Biology, Chemistry, Cell Biology, Biochemistry, Medical Technology, Clinical Laboratory, or relevant experience.
- Three years of previous experience in a clinical laboratory or in IT in a clinical laboratory environment; internships, college, and certification time may count.
- Ability to work independently and with autonomy in a field-based individual-contributor role.
- Effective written and verbal communication skills.
- Project and stakeholder management experience.
- Customer consultative skills, including scientific knowledge and analysis, training, customer engagement, and relationship building.
Nice To Haves
- Medical Laboratory Technologist/Scientist (ASCP/AMT) certification or equivalent clinical laboratory experience.
- Experience in a clinical environment with knowledge of clinical chemistry and immunoassay.
- Ability to learn Roche solutions in applicable franchises, such as chemistry, immunology, life sciences, and IT solutions, and stay current with industry trends.
- Ability to diagnose and solve technical problems efficiently and effectively.
- Experience implementing new instrumentation or methodologies in a clinical or research laboratory.
- Demonstrated ability to coach and mentor junior staff and lead by example.
- Residence in the Chicago, Illinois area.
Responsibilities
- Build and maintain collaborative customer relationships, support customer satisfaction, and consult on laboratory needs throughout the product lifecycle.
- Perform or assist with installation of diagnostic instruments, software, and reagent applications, and validate system performance against manufacturer specifications.
- Deliver and, when needed, develop on-site training for laboratory personnel on system use and maintenance, theory of operation, workflow, quality control, and data interpretation.
- Resolve complex technical issues related to instrumentation, software, and assay performance; perform root cause analysis and corrective actions to minimize downtime.
- Partner with Roche colleagues to implement and support integrated solutions, including automation and digital tools.
- Provide scientific and applications expertise to laboratory stakeholders and medical professionals to support laboratory operations, workflow optimization, assay implementation, and result interpretation.
- Collect customer feedback on product performance, features, and usability and relay it to support and commercial teams.
- Partner with Sales on pre-sales and post-sales activities, including product demonstrations, technical consultations, and menu optimization.
- Follow Roche protocols and procedures and maintain timely records of service activities, customer interactions, and technical issues in Roche’s CRM system.
- Complete administrative duties, including travel and expense reporting.
- Travel overnight within the designated territory to support customers.
Benefits
- Company car provided.
- A discretionary annual bonus may be available based on individual and company performance.
- Benefits are available as detailed at the link referenced in the posting; specific benefits are not listed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
