Field Applications Specialist – Diagnostics (Chicago)

Roche Holding AG; West Chicago (IL); Remote; USD 70,000 - 129,000; Full time

Benefits offered by this job

Company car

Job summary

Roche Holding AG is seeking a Field Applications Specialist to join our Customer Support team in the Chicago, IL area. You will be the primary scientific and technical representative for Roche systems in customer laboratories, delivering on-site support, application training, and troubleshooting throughout the product lifecycle.

You will build strong customer relationships, install and validate diagnostic instruments, train laboratory personnel, and resolve complex technical issues, enabling

Qualifications

• 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.)

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.
• 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.
• Provide scientific and applications expertise to laboratory stakeholders and medical professionals, 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.
• 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.
• Overnight travel within a designated territory, which can range from a specific state to a larger region.
• This is a field-based role - the territory will cover the Chicago, IL area. 50% travel is expected for this position. The ideal candidate for this role will reside in the Chicago, IL area

Education

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

Job description

Roche Holding AG is seeking a Field Applications Specialist to join our Customer Support team in the Chicago, IL area. You will be the primary scientific and technical representative for Roche systems in customer laboratories, delivering on-site support, application training, and troubleshooting throughout the product lifecycle.

You will build strong customer relationships, install and validate diagnostic instruments, train laboratory personnel, and resolve complex technical issues, enabling