Field Solutions Specialist - Northeast

The Opportunity

The Roche Support Network is dedicated to providing exceptional support to customers. As a Field Solutions Specialist (FSS) within the Roche Support Network, you serve as the regional automation applications expert responsible for supporting customers throughout the operational lifecycle of Roche automation solutions.

• Serve as the primary regional workflow, application, and automation expert for Roche automation systems, building trusted advisor relationships with laboratory leadership.
• Provide consultative guidance regarding workflow, specimen flow, operational efficiency, middleware integration, and application utilization to maximize existing customer automation investments.
• Perform workflow assessments, recommend operational improvements, and lead customer workflow optimization activities following implementation.
• Support the standardization of workflow best practices across assigned accounts.
• Assume primary post-go-live workflow ownership following implementation and Hypercare, providing ongoing consultation and primary support for standard cobas 8100 and non-complex RDA systems.
• Coordinate follow-up visits, workflow reviews, optimization activities, and operational health assessments.
• Partner closely with cross-functional teams (ISAs, FAS, FES, AICs, FSIRs, DSEs, Sales, RSS, Consulting, and Digital) to coordinate regional automation support activities.
• Maintain advanced knowledge of automation software functionality and distinguish workflow, software, hardware, and infrastructure issues for appropriate routing.
• Support implementation teams during planning, workflow validation, readiness assessments, customer education, and transition to long-term operational ownership.
• Resolve post-go-live workflow and application issues within the region, identifying technical risks before they impact customer operations and escalating when necessary.
• Coach FAS personnel on automation workflow fundamentals and partner effectively with key stakeholders to improve workflow and hardware coordination.
• Contribute to regional automation competency development through coaching and mentoring to build regional field capability.
• This is a field-based role - the territory is within the Northeast area (ME, NH, VT, MA, RI, CT, NY, PA, DE, MD, DC, VA).
• Travel: 50-75% travel across the region.
• Ideal candidate should reside in Boston, MA, Hartford, CT, Baltimore, MD, or Washington D.C., preferably within 40 miles of a major airport.

Who You Are

• Bachelor's degree in Medical Technology, Information Technology, Computer Science, Chemistry, Biology or Clinical Laboratory or equivalent work experience.
• 3 years of experience implementing, and evaluating complex laboratory, IT products, medical diagnostic.

Preferred Qualifications

• Demonstrated experience supporting Roche automation solutions or equivalent platforms and laboratory operations.
• Experience supporting cobas 8100 and RDA solutions.
• Implementation, field applications, or field support experience.
• Strong understanding of laboratory workflow, automation operations, and customer consultation.
• Strong communication and relationship-building skills.
• Strong customer consultative skills, including advanced scientific knowledge, exceptional customer engagement, and the ability to foster strong customer relationships.