Field Solutions Specialist - Northeast
About The Position
The Field Solutions Specialist (FSS) is a regional automation applications expert within the Roche Support Network, providing customer support throughout the operational lifecycle of Roche automation solutions. The role serves as a trusted advisor to laboratory leadership and provides consultative guidance on workflow, specimen flow, operational efficiency, middleware integration, and application utilization to maximize customer investments in automation. This field-based position covers the Northeast territory, including NYC Metro, Long Island, New Jersey, and Pennsylvania. The specialist owns post-go-live workflow support and optimization, coordinates with implementation and cross-functional teams, and contributes to regional capability through coaching and mentoring. Travel across the Northeast is 50–75%. The ideal candidate resides in the Northeast, NYC Metro, New Jersey, or Philadelphia area, preferably within 40 miles of a major airport.
Requirements
- Bachelor’s degree in Medical Technology, Information Technology, Computer Science, Chemistry, Biology, or Clinical Laboratory, or equivalent work experience.
- Three years of experience implementing and evaluating complex laboratory, IT, or medical diagnostic products.
- Strong understanding of laboratory workflow, automation operations, and customer consultation.
- Strong communication and relationship-building skills.
- Strong customer consultative skills, including advanced scientific knowledge, exceptional customer engagement, and the ability to foster strong customer relationships.
Nice To Haves
- Demonstrated experience supporting Roche automation solutions or equivalent platforms and laboratory operations.
- Experience supporting cobas 8100 and RDA solutions.
- Implementation, field applications, or field support experience.
- Residence in the Northeast Region, NYC Metro, New Jersey, or Philadelphia areas, preferably within 40 miles of a major airport.
Responsibilities
- Serve as the primary regional workflow, application, and automation expert for Roche automation systems and build trusted-advisor relationships with laboratory leadership.
- Provide consultative guidance on workflow, specimen flow, operational efficiency, middleware integration, and application utilization.
- Perform workflow assessments, recommend operational improvements, and lead post-implementation customer workflow optimization activities.
- Support standardization of workflow best practices across assigned accounts.
- Assume primary post-go-live workflow ownership following implementation and Hypercare, providing ongoing consultation and primary support for standard cobas 8100 and non-complex RDA systems.
- Coordinate follow-up visits, workflow reviews, optimization activities, and operational health assessments.
- Partner with cross-functional teams to coordinate regional automation support activities.
- Maintain advanced knowledge of automation software functionality and distinguish workflow, software, hardware, and infrastructure issues for appropriate routing.
- Support implementation teams with planning, workflow validation, readiness assessments, customer education, and transition to long-term operational ownership.
- Resolve post-go-live workflow and application issues within the region, identify technical risks before they affect customer operations, and escalate when necessary.
- Coach FAS personnel on automation workflow fundamentals and collaborate with stakeholders to improve workflow and hardware coordination.
- Contribute to regional automation competency development through coaching and mentoring.
Benefits
- Company car provided.
- A discretionary annual bonus may be available based on individual and Company performance.
- Benefits are referenced through a link in the posting; specific benefits are not listed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
