Partners with Commercial Education, Roche Support Network, Marketing, and Sales management to identify the key accounts and needs to deploy targeted training to address the needs for the laboratory staff before go-live and ongoing, as required. Primary duties involve: acting as the field training subject matter expert for systems and complete customer solutions in support of Roche product portfolios (i.e. chemistry, immunology, molecular, life sciences, IT solutions); Serves as the lead internal resource in creating plans to train new and current customers, as identified by the business need; Provides complex training support to customers on commercial pre-sales, project management, implementation, and execution of Roche solutions.
Specialized, advanced knowledge generally of particular area, system or technologically advanced instruments and scientific applications . Requires specific training and certification. Utilizes independent judgment and discretion in analysis of customer needs and problem solving issues that arise both during and after implementation process, as well as training needs for the customer. Adapts procedures, processes, tools equipment and techniques to meet the more complex requirements of the position. Duties are generally complex. Independently analyzes and resolves most questions and problems and refers only the most complex issues to higher levels. Duties and tasks reflect substantial variety and complexity. Assignments are broad in nature and usually require originality, ingenuity, and analysis. Serves as a resource to others in the development of customer training solutions.
Field/Flexible Work Environment Position (FWE) with planned/unplanned travel required within NAM (US and Canada.) Some international travel is also required. Regular and predictable attendance is an essential function of this highly responsible position.
Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
Conducts tailored customer training for all Roche solutions. Trains key operators on the use and maintenance of the equipment, applications, IT products and/or systems. Conducts on-site training and re-training as required where field personnel have an identified need.
Interacts with department and business area leadership to develop educational goals, and technical specifications for onsite content. Partners with management and internal technical resources (i.e. commercial education, field support, sales) to ensure programs/materials are relevant and have business focus. Develops a process to define and evaluate technical training/skill needs. Partners with account, field team, and management to build a comprehensive curriculum that addresses both short term and long term needs/goals.
Designs and formalizes training activities for assigned customer solutions. Actively gathers feedback on experiences through direct engagement with customers, field teams, and executed surveys. Provides input and recommendations to Commercial Education Managers and Roche Support Managers. Serves as subject matter expert with customers and field staff in the field for training. Actively engages in marketing or product development initiatives.
Provides pre and post-training expertise during the installation, implementation and maintenance of company solutions. Partners with commercial staff in assessing potential application of company products to meet customer needs and implementation of customer products/applications/solutions. Uses in-depth product knowledge and scientific background to provide technical expertise to commercial staff and customers to support all pre and/or post sales activities. Ensures that customer needs have been met and that the product/solution training is executed according to plan and in accordance with customer’s particularized needs. May assist customers with workflow or operational issues related to instrumentation or automation while on site.
Serves as the Roche training liaison and technical expert with customers on all consultative, administrative and technical matters involving on-site training. Consistently uses scientific background and expertise to review, analyze and resolve complex customer questions and problems involving Roche solutions. Regularly resolves escalated training issues from customers and incorporates into training.
Establishes and maintains a positive working relationship with customers. Determines customer needs, sets appropriate training requirements, and executes to agreed plan. Promotes Roche as a leader in the diagnostic market.
Maintains training standards reflective of customer training in Commercial Education in Indianapolis. Executes training in Indianapolis when onsite training is not being executed and to ensure consistency with field execution. Shares best practices with Commercial Education team and assists in content development to enhance the onsite and Indianapolis training experience.
Maintains knowledge of assigned solutions and technologies. Assigned solutions include but not limited to a variety of Roche solutions and configurations (clinical chemistry, immunology, molecular, & IT solutions)
Supports commercial activities by promoting Roche solutions and identifying new opportunities (i.e. reagents, primary antibodies, bio-markers, software). Provides leads to sales team. Identifies opportunities for competitive system consolidation or replacements. Actively engages in marketing and product development initiatives.
Documents and processes all service and customer account related reports, updates, and communicates in a timely and professional manner. Regularly creates tools/solutions to improve processes utilized by customers. Maintains contact with internal technical support areas and management per policy, while functioning autonomously in the field.
Maintains expenses within departmental guidelines and controls inventory and all company property.
Who you are:
BS/BA in a technical/scientific field or equivalent education. (Medical Technology, Information Technology, Computer Science, Chemistry, Biology or Clinical Laboratory)
3 years of recent experience training, installing, and evaluating complex laboratory, IT products, medical diagnostic equipment, reagents and/or systems. Field Installation and Training Specialist experience or related experience
Previous experience as a Medical Technologist (ASCP) or equivalent clinical laboratory experience or IT experience in a clinical environment (i.e. clinical laboratory, hospital, medical device manufacturing, pharmaceutical, military).
Ability to learn Roche solutions (i.e. chemistry, immunology, molecular, life sciences, IT solutions,), and stay current with industry trends.
Strong written/verbal communication skills as well as project management experience.
Strong customer consultative skills which includes application of scientific knowledge and analysis, exceptional customer engagement, and fostering of customer relationships.
Can work as a field based individual contributor with independence and autonomy.
Experience with curriculum development, course design, and training effectiveness.
Strong knowledge of training practices and principles and methods.
Excellent communication and presentation skills, both written and oral
Excellent problem solving, decision making and conflict resolution skills
Ability to multi-task multiple customer solutions and projects
Thorough understanding of quality system regulations and ISO standards
Ability to travel approximately >75%
Experience with Molecular analytics and IT including cobas 68/8800 and Infinity.
Customer training experience
*This is a field-based role
*Company car will be provided