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This is an exciting time to join the Roche Support Network. If you are passionate about problem solving then this is the position for you! As a research-focused healthcare company, Roche discovers, develops and provides innovative diagnostics and therapeutic products and services that deliver significant benefits to patients and healthcare professionals - from early detection and prevention of diseases to diagnostics, treatment and treatment monitoring. Roche is a successful company that can offer exciting career opportunities.
We encourage and support your development in areas of your interest which will prepare you for the next level in your career path. We know that people are responsible for our success and we value our employees. Our commitment is to create a work environment where feeling valued, respected, and empowered is a daily experience.
The Opportunity:
Roche Sequencing & Life Science is seeking a National Applications Lead to join an expert team of Field Application Scientists and Field Engineers focused on providing top-tier customer support, including pre- and post-sales technical support, installation, and service. This highly-motivated individual will be a technical leader within the Support & Applications organization, responsible for orchestrating complex efforts related to customer management, internal and external training, pre-sales support and instrument implementations. This individual will routinely partner with Sales, Marketing and Support Leadership to drive key opportunities and business initiatives, while supporting a results-driven, customer-centric, high-performing team.
The successful candidate will report to the National Field Manager and have responsibilities that include the following:
Serve as the lead technical expert, providing on-site and remote support, consultation, installation, training, and troubleshooting to the FAS team, sales staff, and customers.
Manage technical documentation for internal and external training while ensuring proper processes are followed with emphasis on instrumentation including installations, training, demos and evaluations
Provide critical feedback on user guides, training documentation, and marketing collateral related to NGS solutions and instrumentation
Lead and train the local team to address critical customer and technical issues to ensure a high level of customer satisfaction
Partner with Sales Leadership to identify key opportunities, drive new business through pre-sales activities and consulting across the Sequencing portfolio, inclusive of sales presentations/product demonstrations to assess product applicability based on customer needs.
Manage and prioritize key accounts and high-value opportunities to sustain and drive business growth.
Orchestrate cross-functional troubleshooting and escalation efforts with First-level support, Global Customer Support and Regional Systems Support, to drive high customer satisfaction.
Manage customer expectations during challenging situations by providing effective, customer-centric solutions that deliver a positive customer experience
Maintain compliance by documenting all necessary customer-facing activity in CRM systems
Monitor Key Performance Indicators to ensure team success, identify resource gaps, and reassess metrics as needed, particularly during product portfolio changes.
Who You Are:
Bachelor's degree in computer science or a related field
5 - 7 years of professional experience
Preferred Requirements:
Master’s degree or PhD in in a relevant field, e.g., Biology, Molecular Biology, Genetics plus 10 years experience in the sequencing field
A comprehensive understanding of NGS, encompassing library preparation, quality control, failure mode analysis, bioinformatics, data analysis, instrumentation and performance metrics
Extensive knowledge of various NGS sequencing chemistries including Illumina, PacBio, Element and Oxford NanoPore
Experience with Roche IT and Systems
Strong customer consultative skills which includes application of scientific knowledge and analysis, exceptional customer engagement, and fostering of customer relationships
Previous teaching, training, and/or mentoring experience; ability to coach and mentor earlier-in career scientists
Proven ability to document and report troubleshooting procedures and resolutions
Customer-facing experience is highly desirable along with excellent verbal and written communication skills
Proactive collaborator within and across organizational teams; ability to work cross-functionally in a matrixed organization
Strong team player with excellent stakeholder management skills, capable of working effectively with local and global teams.
This is a remote, field-based position. The candidate should reside within 50 miles of a major metropolitan airport in the US and be willing to travel approximately 75%, including overnight stays. Travel requirements will fluctuate weekly based on business needs.
A company car is provided with this position.
No relocation benefits available for this job posting
The expected salary range for this position based on the primary location of Indiana is 111,900.00 - 207,700.00 USD Annual. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.
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. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.
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