Field Applications Specialist-Core Lab- Seattle, WA

The Position

As a Field Applications Specialist, you will be a key member of our Customer Support team as the primary scientific and technical representative in the state of Washington, Idaho & Alaska primarily supporting the Seattle, WA area 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 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, 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.

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.