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Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters. The Position Engineering/Applications Expert - Mass Spectrometry A healthier future. It's what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That's what makes us Roche. Would you like to be part of a new exciting journey within the Roche Support Network team? We are building a team of Mass Spectrometry Service Experts, technicians and scientists, who will be responsible for the customer support of our new Mass Spectrometry instrumentation. This exciting opportunity will support our customers remotely and on-site and you will have a chance to be a subject matter expert! The Opportunity: We are currently seeking a highly skilled and experienced engineering/scientist to join our team with mass spectrometry experience and liquid chromatography knowledge. Your role will involve technical consultancy to RSS stakeholders, implementation support, direct customer support, second level support to field teams across North America. As an Engineering/Applications Expert - Mass Spectrometry, you will: Be the subject matter expert for our mass spectrometry instrumentation and methodology Interface to GCS to/with countries and (external) instrument manufacturers (Hitachi) of the product Contribute to complex, cross country, cross-functional and global teams, taking a leading role and navigating complex situations by applying a diverse skill set. Responsible for several core IVD Roche instruments, training, maintenance and repair, laboratory operations ensuring adherence to general guidelines for target agreements and economic efficiency. Handle customer and employee inquiries, resolving errors, complaints, and complex problems independently. Utilize digital service tools to effectively solve problems. Ensure adherence to internal processes, and training/support concepts, while proactively introducing new ideas for optimization and engaging in knowledge transfer across stakeholders to ensure timely and high-quality information management. Propose and implement activities aligned with customer satisfaction surveys and ongoing customer and business area feedback. This is a field-based role - ideal candidate to live within 50 miles of a metropolitan airport. Availability to travel up to 50% of the time. This includes global travel. Relocation benefits are not available for this job posting. Who You Are: Bachelor's degree in a related discipline or equivalent education and work experience 10+ years of progressive industry/diagnostics product experience, including at least 5 years in direct support of systems within the Roche portfolio. Preferred Requirements: Proficient in the medical/diagnostic market, preferably in liquid chromatography and quantitative mass spectrometry, and have a working knowledge of mechanics and IT. Excellent working approach with a strong customer focus. Ability to foster and sustain strong interpersonal relationships with key internal, global and external stakeholders Advanced knowledge in an area of specialty as demonstrated through an advanced degree and/or in-depth technical experience in the support of laboratory clinical chemistry, immunology, information technology and/or automation systems Proficient/advanced problem-solving skills Demonstrated leadership, coaching and mentoring skills Th