At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Opportunity
Ensure the delivery of best in class Application support and a differentiated customer experience. Offer application and software support for the assigned portfolio, working closely with the sales and field service teams, in order to deliver high value service and solution offering all over Lebanon . Implement Roche Global application standards, guaranteeing appropriate case reporting and follow up, and collaborate with the sales team on channel-filling opportunities.

Main Responsibilities
- Provide a high quality application support response which is consistent and in line with the changing requirements of the customer and the business areas
- Deliver best in class support utilizing appropriate systems and processes and providing a consistent and high level of support to customers. Perform corrective visits to sites as part of case escalation
- Ensure coverage across the required core and out of hours, in line with agreements with customers
Inform clients of reagent and quality control updates and implement new protocols.
- Perform instrument training, configuration, and instrument commissioning for new installations. Drive continuous education program for customers (QC, Troubleshooting, and accreditation)
- Ensure that all administration is completed in a timely and accurate manner, and guarantee the activity reporting at the CRM (Clarify) software and appropriate escalation of product issues to MC, and ensure that all administration is completed in a timely and accurate manner
- Support in customer validation processes, performance qualification and operational qualification
- Drive adoption and proficiency by actively promoting and training on Roche professional services and digital platforms: Hotline, Dialog, Roche Academy, FELIX, and Daisy.
- Collect market data and competition activities. Identify opportunities and to be part of account management team

Who You Are
- You hold a BSc or higher University degree in Life Sciences, Laboratory, or Biomedical Engineering
- You have at least 3 years of experience in application in the Healthcare market (IVD preferred), with a proven success record
You have hands-on application knowledge on Roche Serum Work Area platforms, (RMS, Specialty Testing, POCT and Coagulation knowledge) is a plus

Required Competencies
- You have experience with current good laboratory practice and accreditation requirements
- You have excellent troubleshooting and problem solving skills
- You have excellent communication, interpersonal interaction and customer relations skills both internally and externally
- You respect and actively implement compliance with all relevant Roche guidelines and policies
- You are fluent in English. Arabic or any spoken language in the market is considered

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.