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Solution Support Consultant - Mass Spectrometry

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.

Roche Support Network offers an exciting opportunity for individuals who are passionate about problem solving. As a research-focused healthcare company, Roche is dedicated to discovering, developing, and providing innovative diagnostics and therapeutic products. With a commitment to employee development and a work environment that values respect and empowerment, Roche offers exciting career prospects for those seeking to make a significant impact on patient care.

The Opportunity:

Would you like to be part of a new exciting journey within the Roche Support Network team? We are building a team of Mass Spectrometry Service Experts, technicians and scientists, who will be responsible for the customer support of our new fully automated, standardized liquid chromatography-mass spectrometry (LC-MS) solution: the cobas® Mass Spec. This exciting opportunity will support our customers remotely and on-site and you will have a chance to be a subject matter expert for the Customer Support Center!

The Solution Support Consultant is a seasoned professional responsible for providing remote end-to-end support for Roche Diagnostics lab solutions. They troubleshoot and resolve complex issues related to analytics, middleware, workflow, and IT, providing advanced troubleshooting support for customer issues across multiple platforms. They also play a role in maintaining and improving the quality system to achieve quality objectives.  As a Solutions Support Consultant - Mass Spectrometry, you will:

collaborate with various departments to resolve diverse customer issues.

interface directly with customers and internal departments at local, regional, and global levels.

generate technical solutions to meet customer and business requirements.

act as a technical leader and subject matter expert within the team.

serves as a knowledge bridge, providing practical advice to shape product launches and reduce service-related issues.

networks with senior personnel internally and externally, including key contacts outside their area of expertise.

provides direct technical support, mentoring, and coaching to Technical Support Specialists.

participates in the design, development, presentation, and evaluation of technical training programs.

responsible for documenting troubleshooting and solutions in the department's Knowledge Management system.

This is a remote based role - Availability to travel up to 50% of the time for the first couple of years and then approximately 25% thereafter. This includes the potential for global travel.

Who You Are:

Bachelor's Degree or a combination of equivalent education and work experience.

3 years of related work experience (clinical laboratory, hospital, sales)

Preferred Requirements:

Bachelor's Degree in chemistry, biochemistry, biology or closely related field or extended experience in the clinical or technical environment, with a focus on quantitative LC-MS

Master's degree, or 7+ years of related experience

Clinical Mass Spectrometry certificate

High customer orientation and conflict resolution skills; Excellent communication capability and ability to work effectively in an intercultural team environment 

Troubleshooting or optimization experience with various LC-MS applications

Experience working in customer support or within the Roche Support Network

Experience with Roche product lines, equipment, products and/or systems

Prior customer support experience

The expected salary range for this position based on the primary location of Indiana is $78,300.00-$145,500.00.  Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.  A discretionary annual bonus may be available based on individual and Company performance.  This position also qualifies for the benefits detailed at the link provided below.

Benefits

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.