Application Specialist - Molecular Solutions

About the role

The Application Specialist provides high‑level scientific support and training for Roche’s molecular diagnostic instruments, ensuring customers receive accurate, timely assistance and fostering long‑term loyalty.

Key responsibilities

• Deliver scientific support and operator training to customers on CPS instruments.
• Handle incoming customer calls, troubleshoot reagent and software issues, and resolve complaints.
• Escalate unresolved cases to second‑level support with full documentation.
• Document all activities in the CRM system (Rexis/Lightning/NFSS) and ensure timely follow‑up.
• Propose improvements based on customer feedback and satisfaction surveys.

Required profile

• MSc or PhD in Medical Laboratory Sciences, Chemistry, Biology, Biochemistry or related field.
• Minimum 3 years experience with Next‑Generation Sequencing (NGS) and molecular pathology solutions.
• Fluent in English, both oral and written.
• Strong communication, planning and decision‑making abilities.

Required skills

• Next‑Generation Sequencing (NGS) expertise.
• Experience with Roche diagnostic instruments and automated laboratory equipment.
• Advanced computer skills: Windows OS and Microsoft Office.
• Proficiency with CRM systems (Rexis, Lightning, NFSS) for activity logging.