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The Position

Roche Diagnostics

Purpose of the Job:

Provide professional field applications support, consulting, and training to customers of Roche Diagnostics Hong Kong (RDHK) to ensure service quality and successful product adoption.

Main Tasks:

1.     Provide pro-active field applications support to both internal and external customers

2.     Update and communicate application information regularly

3.     Assist in daily operation activities of CDI - Applications Team

4.     Provide mentoring and guidance  to junior staff to support their onboarding and ongoing technical growth.

Responsibility & Accountability

Provide pro-active field applications support to both internal and external customers

●   To provide professional on-site applications and troubleshooting support for customers in diagnostics product portfolio

●   Maintain good relationship and collaborate with internal and external customers

●   Provide professional application support on project implementation, including but not limited to System validation and Data Reporting, Customer Training, hyper-care for live-run activities.

●   Provide pre-sales cycle e.g tender/contract requirement consultation and advice

●   Regularly update all relevant account-related and daily activities via REXIS or equivalent system to ensure proper customer care, monitoring and resolution

●   Keep up-to date knowledge including instrument operation and application related information

Update and communicate application information regularly

●      Visit and check regularly intranet/emails and all available channels to keep up-to-date application information

●      To communicate within application team and headquarters on all relevant application issues

●      Ensure important information are passed to colleagues and relevant customers and follow up actions are performed as per RDHKL compliance guidelines

Assist in daily operation activities of Applications Team

●      Provide application support to junior colleagues in the team when necessary

●      Provide training and technical advice to other stakeholders

●      Assist Applications Supervisor to maintain and achieve team’s KPI and quality standards

●      Engage in projects and taskforces related to business needs

●      Pro-actively feedback challenges at frontline and improvement area related to business to Application Supervisors

Provide mentoring and guidance to junior staff to support their onboarding and ongoing technical growth.

●      Act as a technical mentor for Assistant/Applications Specialists, supporting their development in laboratory workflows and instrument operations.

●      Facilitate a smooth onboarding experience for new team members through guidance on corporate compliance and support protocols.

●      Deliver on-the-job training to elevate the junior staff's problem-solving capabilities.

●      Support the technical growth of team members through routine case review, cross-training sessions, and experience sharing.

Requirements:

Education:

●        Bachelor degree in Molecular Science, Biochemistry, Biomedical Science, Biology or other related major disciplines

●        Master degree or higher is preferred

Experience:

●      Preferably 3 years of working experience in Sales, Marketing, Application Support or Clinical Laboratory

●      Candidate with less experience will be considered as Applications Specialist

Competency:

●      Clinical Laboratory Workflow and clinical analyzers

●      Knowledge in Molecular diagnosis and Tissue diagnosis

●      Knowledge in next-generation sequencing, chemistry and immunology tests are preferred

●      Proficient in office skills (i.e. advanced Excel), working knowledge of data tools like Tableau, and quick adaptability to AI tools.

Who we are

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.

Roche is an Equal Opportunity Employer.