Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position We are looking for a skilled Application Specialist to provide outstanding application services, working closely with Business Analysts and other departments to enhance customer satisfaction and drive company growth.
The Opportunity 1. Training and Education :
Deliver training to internal teams (Sales, Customer Support Engineers, Distributors) on analyzer operations, principles, and laboratory best practices.
Conduct end-user training post-installation to ensure effective instrument usage.
Offer customer education on instrument performance, result interpretation, and its impact on medical decisions.
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2. Instrument Support and Optimization :
Install, configure, and optimize instruments, including method verification and sample workflow integration.
Ensure successful instrument implementation and provide go-live support for seamless lab operations.
Assist customers with product evaluations and provide hands-on support during instrument and reagent testing.
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3. Technical Support and Troubleshooting: Troubleshoot and resolve customer issues (via phone or on-site), ensuring timely and effective solutions.
Provide support for software updates, assay setup, and refresher training for customers.
Collaborate with Sales and Technical teams to provide alternative solutions in case of product issues and escalate cases when necessary.
Manage CRM updates efficiently and leverage tools like Rexis, PIM, and RDK to continuously improve service delivery.
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4. Customer Relationship Management :
Regularly visit customers, gather feedback, and report market insights to maintain satisfaction and loyalty.
Maintain up-to-date service documentation, including Service and Quality Notifications, in line with Roche standards.
Provide technical support at scientific and commercial events and take turns manning the call center.
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Additional Responsibilities :
Complete all required training (role-specific, safety, and compliance) within the given timeframe.
Immediately report any safety concerns related to Roche products as per company and local regulations.
Who You Are Bachelor's degree in a relevant field (e.g., Life Sciences, Engineering, or related disciplines).
Proven experience in application support, technical support, or a similar role within the medical or laboratory field.
Strong knowledge of laboratory analyzers, instrumentation, and laboratory practices.
Excellent problem-solving skills and ability to troubleshoot complex technical issues.
Proficiency in CRM systems and tools like Rexis, PIM, and RDK.
Outstanding communication and interpersonal skills, with the ability to train and educate both internal staff and customers effectively.
Ability to travel regularly for customer visits and on-site support.
Commitment to continuous learning and professional development.
Ability to adhere to service SOPs and maintain accurate documentation.
Who we are At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.
