Field Applications Specialist-Core Lab-Allentown, PA

About the position This is an exciting time to join the Roche Support Network. 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. This role serves as the primary scientific and technical representative in the Allentown, PA region for Roche systems in customer laboratories within the Core Lab space. The position is responsible for providing best-in-class on-site customer support, including application implementation, operator training, and troubleshooting for diagnostic instrumentation and assays throughout the entire product life cycle. The role involves building and maintaining strong, collaborative relationships with customer stakeholders, consulting with customers on lab needs, and supporting them throughout the product lifecycle. It also includes performing and/or assisting with the installation of complex diagnostic instruments, software, and reagent applications, validating system performance, and delivering comprehensive on-site training to laboratory personnel. The Field Applications Specialist acts as the primary on-site resource for resolving complex technical issues, performing root cause analysis, and partnering with other Roche team members to implement and support total solutions. They provide scientific and applications expertise to laboratory stakeholders and medical professionals, serve as the customer liaison, and collect feedback to relay to support and commercial teams. The role also partners with the sales team, leveraging technical knowledge during pre-sales activities and post-sales revenue-generating opportunities. Ensuring consistent customer experiences by following Roche protocols and procedures, maintaining accurate records in the CRM system, and completing administrative duties are also key responsibilities. This is a field-based role with overnight travel expected within the Eastern Pennsylvania/New Jersey region.

Responsibilities

• Build and maintain strong, collaborative relationships with customer stakeholders, ensuring a high level of customer satisfaction and creating value within the customer’s lab operations.
• Consult with customers on lab needs and act as a partner by supporting the customer throughout the product lifecycle which could include supporting product upgrades and other changes.
• Perform and/or assist with the installation of complex diagnostic instruments, software, and reagent applications in customer laboratories.
• Validate system performance to ensure it meets manufacturer specifications.
• Ensure effective and cohesive application of the newly installed solutions.
• Deliver and, in some cases develop, comprehensive on-site training to laboratory personnel on the proper use and maintenance of Roche systems, including theory of operation, workflow, quality control, and data interpretation.
• Act as the primary on-site resource for resolving complex technical issues related to instrumentation, software, and assay performance.
• Perform root cause analysis and implement corrective actions to minimize instrument downtime.
• Partner with other Roche team members to implement and support total solutions, such as automation, digital tools, etc.
• Provide scientific and applications expertise to laboratory stakeholders (this could include supervisors, managers, directors, technologists) and medical professionals (this could include pathologists, doctors), helping them ensure cohesive lab operations by optimizing workflows, implementing new assays, and interpreting results for Roche's portfolio.
• Serve as the customer liaison and collect feedback from customers on product performance, features, and usability, and then relay this information back to support and commercial teams, maintaining a competitive advantage.
• Partner with the sales team and leverage in-depth technical knowledge during pre-sales activities, including product demonstrations, technical consultations, menu optimization, and other post-sales, revenue-generating opportunities.
• Ensure consistent customer experiences by following Roche protocols and procedures.
• Maintain accurate and timely records of all service activities, customer interactions, and technical issues using Roche’s CRM system.
• Complete all administrative duties, such as travel and expense reporting, as required.
• Overnight travel within a designated territory, which can range from a specific state to a larger region.

Requirements

• Bachelor’s degree in Biology, Chemistry, Cell Biology, Biochemistry, Medical Technology, Clinical Laboratory, and/or relevant experience.
• 3 years of previous experience in a clinical laboratory or IT in a clinical lab environment (including internships, college, certification time, etc.)

Nice-to-haves

• Medical Laboratory Technologist/Scientist (ASCP/AMT) or equivalent clinical laboratory experience in a clinical environment.
• Experience working in a clinical environment with a demonstrated knowledge of clinical chemistry and immunoassay.
• Ability to learn Roche solutions for applicable franchises (i.e. chemistry, immunology, life sciences, IT solutions), and stay current with industry trends.
• Diagnose and solve technical problems efficiently and effectively.
• Experience implementing new instrumentation or methodologies in a clinical or research laboratory environment
• Effective written/verbal communication skills as well as project and stakeholder management experience.
• Effective customer consultative skills which includes advanced scientific knowledge and analysis, training, exceptional customer engagement, and fostering of strong customer relationships.
• Demonstrated ability to coach and mentor junior staff and lead by example.
• Ability to work as a field based individual contributor with independence and autonomy.

Benefits

• Company car is provided with this position.