Field Applications Specialist-Core Lab- Houston, TX

About the role

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.

Responsibilities

• Provide best-in-class on-site customer support, including application implementation, operator training, and troubleshooting for diagnostic instrumentation and assays throughout the entire product life cycle.
• 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, including 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 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 (supervisors, managers, directors, technologists) and medical professionals (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 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.
• Complete all administrative duties, such as travel and expense reporting, as required.

Requirements

• 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