F. Hoffmann-La Roche Gruppe
Applications/Systems Engineer - Pre and Post-Sales
F. Hoffmann-La Roche Gruppe, New York, New York, United States,
Roche fördert Diversität, Gleichstellung und Inklusion und repräsentiert die Gemeinschaften, denen wir dienen. Wenn es um die
Gesundheitsversorgung
auf globaler Ebene geht, ist Vielfalt eine wesentliche Zutat für den Erfolg. Wir glauben, dass Inklusion der Schlüssel zum Verständnis der unterschiedlichen Bedürfnisse der Menschen im Gesundheitsbereich ist. Gemeinsam engagieren wir uns für Individualität und teilen die Leidenschaft für eine herausragende Versorgung. Kommen Sie zu Roche, wo jede Stimme zählt.Die Position
A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come.Creating a world where we all have more time with the people we love.That’s what makes us Roche.The OpportunityWe are looking for a skilled Application Specialist to provide outstanding application services, working closely with Business Analysts and other departments to enhance customer satisfaction and drive company growth.1.
Training and Education :Deliver training to internal teams (Sales, Customer Support Engineers, Distributors) on analyzer operations, principles, and laboratory best practices.
Conduct end-user training post-installation to ensure effective instrument usage.
Offer customer education on instrument performance, result interpretation, and its impact on medical decisions.
2.
Instrument Support and Optimization :Install, configure, and optimize instruments, including method verification and sample workflow integration.
Ensure successful instrument implementation and provide go-live support for seamless lab operations.
Assist customers with product evaluations and provide hands-on support during instrument and reagent testing.
3.
Technical Support and Troubleshooting:Troubleshoot and resolve customer issues (via phone or on-site), ensuring timely and effective solutions.
Provide support for software updates, assay setup, and refresher training for customers.
Collaborate with Sales and Technical teams to provide alternative solutions in case of product issues and escalate cases when necessary.
Manage CRM updates efficiently and leverage tools like Rexis, PIM, and RDK to continuously improve service delivery.
4.
Customer Relationship Management :Regularly visit customers, gather feedback, and report market insights to maintain satisfaction and loyalty.
Maintain up-to-date service documentation, including Service and Quality Notifications, in line with Roche standards.
Provide technical support at scientific and commercial events and take turns manning the call center.
Who You AreBachelor’s degree in a relevant field (e.g., Life Sciences, Engineering, or related disciplines).
Proven experience in application support, technical support, or a similar role within the medical or laboratory field. Familiar with Roche Diagnostic system.
Strong knowledge of laboratory analyzers, instrumentation, and laboratory practices.
Excellent problem-solving skills and ability to troubleshoot complex technical issues for all diagnostic system.
Proficiency in CRM systems and tools like Rexis, PIM, and RDK.
Outstanding communication and interpersonal skills, with the ability to train and educate both internal staff and customers effectively.
Ability to travel regularly for customer visits and on-site support.
Commitment to continuous learning and professional development.
Ability to adhere to service SOPs and maintain accurate documentation.
PreferredComplete all required training (role-specific, safety, and compliance) within the given timeframe.
Immediately report any safety concerns related to Roche products as per company and local regulations.
Wer wir sind
Bei Roche leisten 100,000 Menschen in 100 Ländern Pionierarbeit im Gesundheitswesen. Gemeinsam haben wir uns zu einem weltweit führenden,
forschungsorientierten
Healthcare-Konzern entwickelt. Unser Erfolg baut auf Innovation, Neugier und Vielfalt.Roche ist ein Arbeitgeber, der die Chancengleichheit fördert.
#J-18808-Ljbffr
Gesundheitsversorgung
auf globaler Ebene geht, ist Vielfalt eine wesentliche Zutat für den Erfolg. Wir glauben, dass Inklusion der Schlüssel zum Verständnis der unterschiedlichen Bedürfnisse der Menschen im Gesundheitsbereich ist. Gemeinsam engagieren wir uns für Individualität und teilen die Leidenschaft für eine herausragende Versorgung. Kommen Sie zu Roche, wo jede Stimme zählt.Die Position
A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come.Creating a world where we all have more time with the people we love.That’s what makes us Roche.The OpportunityWe are looking for a skilled Application Specialist to provide outstanding application services, working closely with Business Analysts and other departments to enhance customer satisfaction and drive company growth.1.
Training and Education :Deliver training to internal teams (Sales, Customer Support Engineers, Distributors) on analyzer operations, principles, and laboratory best practices.
Conduct end-user training post-installation to ensure effective instrument usage.
Offer customer education on instrument performance, result interpretation, and its impact on medical decisions.
2.
Instrument Support and Optimization :Install, configure, and optimize instruments, including method verification and sample workflow integration.
Ensure successful instrument implementation and provide go-live support for seamless lab operations.
Assist customers with product evaluations and provide hands-on support during instrument and reagent testing.
3.
Technical Support and Troubleshooting:Troubleshoot and resolve customer issues (via phone or on-site), ensuring timely and effective solutions.
Provide support for software updates, assay setup, and refresher training for customers.
Collaborate with Sales and Technical teams to provide alternative solutions in case of product issues and escalate cases when necessary.
Manage CRM updates efficiently and leverage tools like Rexis, PIM, and RDK to continuously improve service delivery.
4.
Customer Relationship Management :Regularly visit customers, gather feedback, and report market insights to maintain satisfaction and loyalty.
Maintain up-to-date service documentation, including Service and Quality Notifications, in line with Roche standards.
Provide technical support at scientific and commercial events and take turns manning the call center.
Who You AreBachelor’s degree in a relevant field (e.g., Life Sciences, Engineering, or related disciplines).
Proven experience in application support, technical support, or a similar role within the medical or laboratory field. Familiar with Roche Diagnostic system.
Strong knowledge of laboratory analyzers, instrumentation, and laboratory practices.
Excellent problem-solving skills and ability to troubleshoot complex technical issues for all diagnostic system.
Proficiency in CRM systems and tools like Rexis, PIM, and RDK.
Outstanding communication and interpersonal skills, with the ability to train and educate both internal staff and customers effectively.
Ability to travel regularly for customer visits and on-site support.
Commitment to continuous learning and professional development.
Ability to adhere to service SOPs and maintain accurate documentation.
PreferredComplete all required training (role-specific, safety, and compliance) within the given timeframe.
Immediately report any safety concerns related to Roche products as per company and local regulations.
Wer wir sind
Bei Roche leisten 100,000 Menschen in 100 Ländern Pionierarbeit im Gesundheitswesen. Gemeinsam haben wir uns zu einem weltweit führenden,
forschungsorientierten
Healthcare-Konzern entwickelt. Unser Erfolg baut auf Innovation, Neugier und Vielfalt.Roche ist ein Arbeitgeber, der die Chancengleichheit fördert.
#J-18808-Ljbffr