Territory: Greater San Francisco area
Location: Must live in or be willing to relocate within 50 miles of San Francisco, San Jose, or Oakland Airport
This is an exciting time to join Roche Support Network. If you are passionate for 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 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.
Completes all service documentation in accordance with Roche policy.
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:
- Bachelor's degree in a science discipline
- 5 years of previous experience in a histology lab and or a customer facing role
- Ability to learn Roche solutions and stay current with industry trends. Including IT solutions for Roche equipment
- Superior written/verbal communication skills
- Superior customer consultative skills which includes advanced scientific knowledge and analysis, exceptional customer engagement, and fostering of strong customer relationships.
- Can work as a field based individual contributor with independence and autonomy
- Can excel in a collaborative virtual team environment
Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.
If you have a disability and need an accommodation in connection with the on-line application process, please email us at US.Accommodation@roche.com.
Job Level:Individual contributor