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
Main tasks（Key Roles and Responsibilities）：
Technical :
● Provide on-site and remote technical expertise to sales staff, cross-functional teams, and customers including pre-sales consultation, installation, training, troubleshooting.
● Provide remote and/or on-site troubleshooting assistance to customers.
● Proactively partner with internal technical support teams to ensure customer needs are achieved in a timely manner and appropriately documented.
● Provide training and documentation for new or modified workflows to end users
● Documents all necessary customer facing activity in CRM systems
● Able to follow, and give feedback on user guides, training documentation, and marketing collateral related to NGS solutions and instrumentation
● Applies expert knowledge of subject matter practices, assay performance, and troubleshooting principles and practices and provides technical guidance and direction to cross functional teams.
● Applies a broad knowledge of practices and principals in analyzing complex situations or data.
● Accompany Sequencing Solutions Specialists on sales calls in customer laboratories to provide technical and applications based assistance in response to customer inquiries.
● Lead hands-on product trainings by creating curriculum for training sessions in customer labs,
● Provide scientific/technical consultations with customers to ensure they understand are comfortable using Roche Sequencing products.
● Report on activities in the field on a regular basis to management.
● Monitor technical trends and competitive products in the market.
Suport sales:
● Present pre-and post-sales scientific/technical lecture and product demonstrations to help assess potential application of products/solutions based on customer needs
● Has broad awareness of current NGS market
● Attend trade shows and scientific conferences
● Assist in target market segmentation and market analysis
Compliance:
● Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
● Identifies need for and creates new departmental procedures and follows established Quality system procedures in execution of work.
● Ensures all activities are documented in a manner compliant with company’s quality procedures.
● Trains and assists the audits the work
● Responsible for updating the the lastest material available to customers as e.g. training, user documentation, maybe service manuals, obsoleting old service documentation and ensuring published documentation is current and accurate.
Pre- and post-launch activities:
● Evaluate and provide feedback from customers to management and product marketing on products prior to and after their launch.
● Voice of customer: Interface with Business, Global Customer Support, product management, and customers to identify and help develop new applications and products that may be commercialized.
Additional tasks
● Being a key contributor in the promotion of marketing activities at Roche sponsored marketing/sales events and/or regional/national scientific conferences.
● Provide internal product training to peers and new hires.
● Create and deliver scientific white papers, posters and/or oral presentations at internal or external scientific conferences that highlight a new application or product capability.
● While some work may be performed remotely, this position requires frequent visits to customer sites. Would increase the front service & application team based on business needs.
Years of Experience & Experience
3-5+ years of professional experience :
● Demonstrated theoretical and practical knowledge of Next-Generation Sequencing sample preparation workflows and applications, including experience with Molecular Biology/Biochemistry concepts, practices and procedures
● Progressive customer experience in supporting sequencing workflows, applications or instrumentation.
● Experience in a genetic/genomic clinical or translational laboratory is highly desired.
● Strong technical knowledge of NGS applications including library preparation techniques, target enrichment methods and familiarity with performing NGS data analysis.
● Technical expertise in Next-Generation Sequencing (NGS) applications is required and knowledge of NGS data analysis, and experience with microarray, qPCR, based applications are preferred.
Additional Qualifications
●Relevant experience includes customer facing support roles, operating, programming and troubleshooting instrumentation and/or system solutions
●Knowledge of safety protocols in workshop, factory, or laboratory setting
●Knowledge of bioinformatics and NGS data analysis
●Technical support and/or customer service experience with the associated patience, courtesy, and diplomacy
●Previous teaching or technical training experience
●Ability to document and report troubleshooting procedures and resolutions
●Ability to work as an individual as well as in a team environment
●Excellent attention to detail with the ability to communicate effectively and work cross-functionally in a matrixed organization
●Strong written and oral communication skills
●Previous experience mentoring and/or training
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.
Job Tags