Applications/Systems Engineer - Post-Sales

Role Customer Success Specialist – Pathology & Sequencing Lab

Function Pathology Lab

Reporting Regional Manager – Pathology Lab

Organization Roche Diagnostics India & Neighboring Markets

Location Bangalore

The Opportunity

The Customer Success Specialist – Pathology & Sequencing Lab is a field-based position - responsible for providing pre-sales support, application support and training/education to new and existing sequencing and pathology customers. 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 50-60% travel (including overnight travel) to customer sites across India.

Key Roles & Responsibilities

Provide scientific support and workflow optimization across pre- and post-sales, using broad operational knowledge of diverse brand sequencers to benchmark performance, optimize run parameters, and troubleshoot platform-specific chemistry or hardware challenges

Take ownership and drive improvement of technical support for pre- and post-sales including troubleshooting and simple data analysis on Roche products for affiliates and customers.

Gather and deliver strategic and competitive feedback, communicating use cases to Global and Regional stakeholders.

Coordinate and/or perform application training and demonstrations.

Report on activities in the field on a regular basis to upper management

Who You Are

Experience in sequencing laboratory discipline is required including sample preparation, workflow and target capture.

Experience in teamwork and project management in matrix organization.

A great team player with willingness for travel up to 60% of the time.

Familiarity with the technological trends and their relevance to the healthcare industry

Qualification and Experience:

Ph.D. or equivalent experience preferred; bachelor’s or master’s Degree with at least 5 years lab experience in molecular biology, biotechnology or appropriate biological or biomedical science field.

At least 5 years of practical application experience in providing applications trainings and support in experimental design, troubleshooting, NGS wet lab experience (library prep, PCR and target enrichment) and troubleshooting a wide variety of commercial sequencing instruments (e.g., Roche, Illumina, Thermo Fisher/Ion Torrent, PacBio, MGI).

Familiar with bioinformatics software, methodologies and NGS application in oncology.

Solid commercial acumen which can be demonstrated by previous success in bringing the benefits of sales, marketing or operational experience to solve business issues or capitalize on market opportunities.

Clear vision of and commitment to providing outstanding customer service.

Excellent organization, analytical and systematic troubleshooting skills.

Ability to work independently and as part of a team towards corporate goals.

Excellent written and verbal communication skills.

Outstanding presentation and training skills.

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.