Application Specialist - Molecular Solutions

Job description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters. The Position The application specialist is responsible for responding to customers’ needs and expectations with high quality scientific answers, to contribute to customer long term loyalty, ensuring immediate and proper scientific support to customers (incl. providing instrument training and troubleshooting, settlement of scientific problems and timely update on new methods, techniques and Product Bulletins), and documenting all calls, activities on the CRM System. This is a field-based role. Key Responsibilities: Provide high-level scientific support and operator training to customers. Handle all calls received from customers that relate to CPS and troubleshoot them to provide instant solutions to reagent and software problems due to customer complaints. Escalate unsolved cases to 2nd level support CIR, and/or GCS with complete case explanation. Ensure follow-up until the issue has been resolved and the customer is satisfied. Provide scientific documentation to customers. Document all his activities in Rexis/Lightning/ NFSS. Deliver best in class support utilizing appropriate systems and processes and providing a consistent and high level of support to customers. Continuing development of application skills to ensure resilience in the support of all CPS products. Proactively propose and implement activities aligned with customer satisfaction surveys and on-going customer and business area feedback. Ensure that all administration is completed in a timely and accurate manner and guarantee the activity reporting at the CRM (Rexis) software and appropriate escalation of product issues to management center and ensure that all administration is completed in a timely and accurate manner. Who you are: B.S. Medical Laboratory Sciences, Chemistry, Histopathology, Biology or Biochemistry or work-related experience. Good knowledge and experience in pathology/molecular solutions. Minimum 3 year of experience in Next-Generation Sequencing (NGS). Fluent in English (oral and written). Technical vocabulary & terminology. Advanced computer skills (Windows and Microsoft Office). Experience in laboratory practice and/or experience in the use of automated laboratory equipment (Roche instruments preferably). Experience in laboratory manual practice and chemicals handling. Verbal and written communication skills. Planning, administration and decision making. Work well in a team environment. Service/Customer oriented. Creativity & well critical thinking with a proactive mindset. Who we are A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact. Let’s build a healthier future, together. Roche is an Equal Opportunity Employer.