Job title: Customer Success Specialist
Company: Roche
Job description: The Position
Job Description
Role: Customer Success Specialist – Pathology Lab
Function: Pathology Lab
Reporting: Regional Manager – Sequencing
Organization: Roche Diagnostics India & Neighboring Markets
Location: Delhi
The Opportunity
The Customer Success Specialist – Pathology Lab is a field-based position that is responsible for providing pre-sales support, installation services, technical expertise, and training/education to new and existing customers (Pathology Labs, Sequencing Labs, Commercial sequencing providers). The primary role of this position is to collaborate with sales, support teams, and serve as the scientific/technical expert to help drive sales and provide support for customers. While some work may be performed remotely, this position requires approximately 50-70% travel (including overnight travel) to customer sites across India.
Key Roles & Responsibilities:
Provide expert knowledge of products/applications and consultative scientific support to sales, customers, support & applications teams, cross-functional resources, and other stakeholders
Partner with sales in the field to provide customers with the scientific and product support necessary to accelerate the sales process
Pre-sales customer presentations/seminars
Experimental designs
Product evaluation and selection
Evaluation of IHC , ISH , IF ,DP , NGS methods and workflow optimization
Training and post-sale technical support
Participate in scientific seminars and trade shows by providing technical presentations
Provide installation and training support for IHC , ISH ,DP , NGS library preparation and target enrichment workflow for our customers
Monitor technical trends and provide feedback on competitive landscape, conceptualization of product extensions, product positioning, and application development; share with Applications Manager and Product Managers
Report on activities in the field on a regular basis to upper management
Who You Are
You are a mid-career NGS and IHC technical professional who is enthusiastic, customer-focused, and people-oriented. You look forward to traveling and serving in a customer-facing role. You are approachable, skilled in communicating with sales, influencing customers, and translating technical language. You seek and are comfortable with autonomy and have a continuous improvement mindset.
Minimum Qualifications
Bachelor’s degree in Medical Technology, Bio-Technology, Chemistry, Biology or Clinical Laboratory or equivalent work experience
3 years of experience implementing, and evaluating complex laboratory, IT products, medical diagnostic equipment, reagents and/or systems
Field implementation and training specialist experience or related experience
Previous experience mentoring and/or training
Preferred Qualifications: Master or PhD degree in science
Knowledge & Experience
3+ years demonstrated experience applying Molecular Biology/Sequencing / IHC concepts, practices, and procedures
3+ years’ experience in Sequencing and other genomics technologies
IHC , ISH , NGS applications expertise, NGS data analysis, dPCR and qPCR-based analysis/applications
Bioinformatics, Automated Liquid Handlers
Ability to learn Roche solutions (i.e, molecular, life sciences, Digital Pathology , IT solutions) and stay current with industry trends
Transferable Skills
Strong customer consultative skills which includes application of scientific knowledge and analysis, exceptional customer engagement, and fostering of customer relationships
Strong interpersonal and organizational skills
Strong written/verbal communication skills, presentation, and project management experience
Can work as a field based individual contributor with independence and autonomy
Demonstrated ability to coach and mentor junior staff and lead by example
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.
For more than 60 years, Roche has been committed to making a difference to the lives of people in India. Roche Diagnostics India is the market leader in In-Vitro-Diagnostics, providing diagnostic testing for early detection, evaluation and monitoring of disease. On the product side, the organisation provides a wide range of diagnostic products for customers around distinct disease areas namely diabetes, virology, blood screening, women’s health, microbiology, oncology and genomics.
Roche is an Equal Opportunity Employer.
Expected salary:
Location: New Delhi
Job date: Tue, 23 Aug 2022 22:22:25 GMT
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