The Roche Support Network group is committed to providing industry-defining support to its customers. Primary duties involve acting as the primary liaison/customer representative throughout the implementation, Roche solution correlation, and future clinical application support., Includes planning and coordination for the implementation and customer training, as well as problem solving issues that arise for customers throughout the life cycle of the solution.
Provides highly visible, self-supervised and self-directed, extensive on-site advisory customer support through the consultative performance of complex implementations of Roche solutions and tailored customer training for Roche solutions to meet customer needs based on an individualized assessment of the customer’s personnel, organizational structure, workflow and maximization of equipment capabilities, which may include: equipment, applications, systems, and IT solutions. Acts as an advisor on customer issues and drives efficiencies & optimization for the customer and Roche through independent analysis and problem solving. Additionally, will be responsible for increased sales revenue by identifying opportunities for new system consumables for clients (i.e. reagents, primary antibodies, bio-markers, software). Performs these job duties remotely and independently.
Advanced and specialized knowledge generally of particular area, system or equipment with regard to technologically advanced instruments and scientific applications. Requires specific training and certification. Utilizes independent judgment and discretion in analysis of customer particularized needs and problem solving issues that arise both during and after implementation process.. May adapt procedures, processes, tools equipment and techniques to meet the more complex requirements of the position. Independently analyzes and resolves most customer questions and problems and refers only the most complex issues to higher levels.
Provides project management responsibilities and conducts business process reviews. Serves as subject matter expert with customers. Actively engages in marketing or product development initiatives.
Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
Regular and predictable attendance is an essential function of this highly responsible position.
Who you are:
Working at Roche
If you want to advance your career with a leader, consider Roche. We rank among the worlds foremost corporations providing innovative healthcare solutions, continuously investing in medical research and development. By preventing, diagnosing and treating a range of health disorders, our products and services have enhanced the health and quality of life of people around the world. Specifically we focus on disease areas where the medical needs are greatest such as cancer, viral infections, disorders of the metabolic and central nervous systems, and inflammatory diseases. To address them, we have brought many highly effective drugs onto the marke