- Application Specialists provides after-sales support to customers on Roche Diagnostics Product Portfolio.
- The application support provided on the phone, by email or during site visit is in the form of troubleshooting assistance, technical product information, operation instructions, product application information, operator training and a variety of application-related work (set-up, optimization, workflow, correlation, etc).
- The Application Specialist suggests solutions upon consulting with the internal teams and supports other Roche colleagues with in depth product expertise.
- This position also complies with Roche procedures as well as documentation requirements.
You will be responsible for
- Providing support to customers when any technical issues arise in a prompt and timely fashion (standby hours may be required occasionally).
- Providing post-sales support to the customer to aid in establishing new parameters and answer technical inquiries.
- Installing & configuring instruments and related reagents. Set-up/optimize assays.
- Perform customer training.
- Collaborate with Sales & Technical Support Specialists etc in troubleshooting problems.
- Maintain and develop customer facing documentation for support and training.
- Attend training on appointed Roche instrumentation and / or Roche applications.
- Perform or assist with software upgrades of customer instrument base.
- Install applications on Roche platforms according to Roche guidelines / procedures;
- Participate in regional and national conference calls by updating the technical team on issues.
- Run correlation studies and validations in coordination with the customer if/as required;
- Establish a plan to visit and/or communicate with each assigned customer on a cycle or frequency matching the customer s needs and support requirements and Roche s business priorities.
Who You Are:
You will have a successful and considerable proven track record in leading people, preferably acquired in the healthcare industry.
To be considered for this role, you will need Degree educated or equivalent in engineering, scientific or related field and to evidence your success in service delivery; a proven track record of developing strong relationships with key stakeholders to the highest decision making level leading to successful business outcomes.
A strategic thinker with an entrepreneurial spirit and the ability to prioritize and deliver, you can drive change and adoption of new concepts.
Experience required 3+ years of experience in application support, troubleshooting & should be in a Multinational Company.
