Address
Form of workThe Position
Job Facts:
Partners with Commercial Education, Roche Support Network, Marketing, and Sales management to identify the key accounts and needs to deploy targeted training to address the needs for the laboratory staff before go-live and ongoing, as required. Primary duties involve: acting as the field training subject matter expert for systems and complete customer solutions in support of Roche product portfolios (i.e. chemistry, immunology, molecular, life sciences, IT solutions); Serves as the lead internal resource in creating plans to train new and current customers, as identified by the business need; Provides complex training support to customers on commercial pre-sales, project management, implementation, and execution of Roche solutions.
Specialized, advanced knowledge generally of particular area, system or technologically advanced instruments and scientific applications . Requires specific training and certification. Utilizes independent judgment and discretion in analysis of customer needs and problem solving issues that arise both during and after implementation process, as well as training needs for the customer. Adapts procedures, processes, tools equipment and techniques to meet the more complex requirements of the position. Duties are generally complex. Independently analyzes and resolves most questions and problems and refers only the most complex issues to higher levels. Duties and tasks reflect substantial variety and complexity. Assignments are broad in nature and usually require originality, ingenuity, and analysis. Serves as a resource to others in the development of customer training solutions.
Field/Flexible Work Environment Position (FWE) with planned/unplanned travel required within NAM (US and Canada.) Some international travel is also required. Regular and predictable attendance is an essential function of this highly responsible position.
Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
The Opportunity:
1. Conducts tailored customer training for all Roche solutions. Trains key operators on the use and maintenance of the equipment, applications, IT products and/or systems. Conducts on-site training and re-training as required where field personnel have an identified need.
2. Interacts with department and business area leadership to develop educational goals, and technical specifications for onsite content. Partners with management and internal technical resources (i.e. commercial education, field support, sales) to ensure programs/materials are relevant and have business focus. Develops a process to define and evaluate technical training/skill needs. Partners with account, field team, and management to build a comprehensive curriculum that addresses both short term and long term needs/goals.
3. Designs and formalizes training activities for assigned customer solutions. Actively gathers feedback on experiences through direct engagement with customers, field teams, and executed surveys. Provides input and recommendations to Commercial Education Managers and Roche Support Managers. Serves as subject matter expert with customers and field staff in the field for training. Actively engages in marketing or product development initiatives.
4. Provides pre and post-training expertise during the installation, implementation and maintenance of company solutions. Partners with commercial staff in assessing potential application of company products to meet customer needs and implementation of customer products/applications/solutions. Uses in-depth product knowledge and scientific background to provide technical expertise to commercial staff and customers to support all pre and/or post sales activities. Ensures that customer needs have been met and that the product/solution training is executed according to plan and in accordance with customer's particularized needs. May assist customers with workflow or operational issues related to instrumentation or automation while on site.
5. Serves as the Roche training liaison and technical expert with customers on all consultative, administrative and technical matters involving on-site training. Consistently uses scientific background and expertise to review, analyze and resolve complex customer questions and problems involving Roche solutions. Regularly resolves escalated training issues from customers and incorporates into training.
6. Establishes and maintains a positive working relationship with customers. Determines customer needs, sets appropriate training requirements, and executes to agreed plan. Promotes Roche as a leader in the diagnostic market.
7. Maintains training standards reflective of customer training in Commercial Education in Indianapolis. Executes training in Indianapolis when onsite training is not being executed and to ensure consistency with field execution. Shares best practices with Commercial Education team and assists in content development to enhance the onsite and Indianapolis training experience.
8. Maintains knowledge of assigned solutions and technologies. Assigned solutions include but not limited to a variety of Roche solutions and configurations (clinical chemistry, immunology, molecular, & IT solutions)
9. Supports commercial activities by promoting Roche solutions and identifying new opportunities (i.e. reagents, primary antibodies, bio-markers, software). Provides leads to sales team. Identifies opportunities for competitive system consolidation or replacements. Actively engages in marketing and product development initiatives.
10. Documents and processes all service and customer account related reports, updates, and communicates in a timely and professional manner. Regularly creates tools/solutions to improve processes utilized by customers. Maintains contact with internal technical support areas and management per policy, while functioning autonomously in the field.
11. Maintains expenses within departmental guidelines and controls inventory and all company property.
Who you are:
Preferred:
This position is not eligible for relocation benefits.
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions, such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives.
Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.
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.
Job Facts:
Partners with Commercial Education, Roche Support Network, Marketing, and Sales management to identify the key accounts and needs to deploy targeted training to address the needs for the laboratory staff before go-live and ongoing, as required. Primary duties involve: acting as the field training subject matter expert for systems and complete customer solutions in support of Roche product portfolios (i.e. chemistry, immunology, molecular, life sciences, IT solutions); Serves as the lead internal resource in creating plans to train new and current customers, as identified by the business need; Provides complex training support to customers on commercial pre-sales, project management, implementation, and execution of Roche solutions.
Specialized, advanced knowledge generally of particular area, system or technologically advanced instruments and scientific applications . Requires specific training and certification. Utilizes independent judgment and discretion in analysis of customer needs and problem solving issues that arise both during and after implementation process, as well as training needs for the customer. Adapts procedures, processes, tools equipment and techniques to meet the more complex requirements of the position. Duties are generally complex. Independently analyzes and resolves most questions and problems and refers only the most complex issues to higher levels. Duties and tasks reflect substantial variety and complexity. Assignments are broad in nature and usually require originality, ingenuity, and analysis. Serves as a resource to others in the development of customer training solutions.
Field/Flexible Work Environment Position (FWE) with planned/unplanned travel required within NAM (US and Canada.) Some international travel is also required. Regular and predictable attendance is an essential function of this highly responsible position.
Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
The Opportunity:
1. Conducts tailored customer training for all Roche solutions. Trains key operators on the use and maintenance of the equipment, applications, IT products and/or systems. Conducts on-site training and re-training as required where field personnel have an identified need.
2. Interacts with department and business area leadership to develop educational goals, and technical specifications for onsite content. Partners with management and internal technical resources (i.e. commercial education, field support, sales) to ensure programs/materials are relevant and have business focus. Develops a process to define and evaluate technical training/skill needs. Partners with account, field team, and management to build a comprehensive curriculum that addresses both short term and long term needs/goals.
3. Designs and formalizes training activities for assigned customer solutions. Actively gathers feedback on experiences through direct engagement with customers, field teams, and executed surveys. Provides input and recommendations to Commercial Education Managers and Roche Support Managers. Serves as subject matter expert with customers and field staff in the field for training. Actively engages in marketing or product development initiatives.
4. Provides pre and post-training expertise during the installation, implementation and maintenance of company solutions. Partners with commercial staff in assessing potential application of company products to meet customer needs and implementation of customer products/applications/solutions. Uses in-depth product knowledge and scientific background to provide technical expertise to commercial staff and customers to support all pre and/or post sales activities. Ensures that customer needs have been met and that the product/solution training is executed according to plan and in accordance with customer's particularized needs. May assist customers with workflow or operational issues related to instrumentation or automation while on site.
5. Serves as the Roche training liaison and technical expert with customers on all consultative, administrative and technical matters involving on-site training. Consistently uses scientific background and expertise to review, analyze and resolve complex customer questions and problems involving Roche solutions. Regularly resolves escalated training issues from customers and incorporates into training.
6. Establishes and maintains a positive working relationship with customers. Determines customer needs, sets appropriate training requirements, and executes to agreed plan. Promotes Roche as a leader in the diagnostic market.
7. Maintains training standards reflective of customer training in Commercial Education in Indianapolis. Executes training in Indianapolis when onsite training is not being executed and to ensure consistency with field execution. Shares best practices with Commercial Education team and assists in content development to enhance the onsite and Indianapolis training experience.
8. Maintains knowledge of assigned solutions and technologies. Assigned solutions include but not limited to a variety of Roche solutions and configurations (clinical chemistry, immunology, molecular, & IT solutions)
9. Supports commercial activities by promoting Roche solutions and identifying new opportunities (i.e. reagents, primary antibodies, bio-markers, software). Provides leads to sales team. Identifies opportunities for competitive system consolidation or replacements. Actively engages in marketing and product development initiatives.
10. Documents and processes all service and customer account related reports, updates, and communicates in a timely and professional manner. Regularly creates tools/solutions to improve processes utilized by customers. Maintains contact with internal technical support areas and management per policy, while functioning autonomously in the field.
11. Maintains expenses within departmental guidelines and controls inventory and all company property.
Who you are:
- Bachelor's degree in a related discipline or equivalent education and work experience
- 5 years of progressive experience within the diagnostics industry or other relevant progressive experience
- Advanced knowledge in an area of specialty as demonstrated through an advanced degree and/or in-depth technical experience in the support of laboratory clinical chemistry, immunology, information technology, molecular, tissue and/or automation systems
- 75% Travel
Preferred:
- Experience with preanalytical and analytical chemistry and immunology platforms including cobas 8100 and/or CCM
This position is not eligible for relocation benefits.
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions, such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives.
Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.
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.
