44 Roche Customer Service Jobs Hiring Near You

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

This is an exciting time to join the Roche Support Network. If you are passionate about 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.

As a Field Applications Specialist, you will be a key member of our Customer Support team as the primary scientific and technical representative in Austin, TX for Roche systems in customer laboratories within the Core Lab space. You will be responsible for providing best-in-class on-site customer support, including activities such as, application implementation, operator training, and troubleshooting for diagnostic instrumentation and assays throughout the entire product life cycle.

The Opportunity:

• 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.

• This is a field-based role - the territory will cover the United States Southwest region. 50% travel is expected for this position. The ideal candidate for this role should reside in the Austin, TX region

Who you are:

• 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.)

Preferred Qualifications:

• 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.
  

• This is a remote, field-based position. Overnight travel is expected > 50% of the time, with variations based on business and customer support requirements.

• A company car is provided with this position.

• No relocation benefits available for this job posting

The expected salary range for this position based on the primary location of Austin, TX is 63,800.00 - 118,400.00 USD Annual. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

Benefits

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.