Applications/Systems Engineer - Pre and Post-Sales

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 Position As an Application Specialist , you are far more than a technical expert—you are a trusted technical advisor to our laboratory clients and a vital communication nexus bridging internal and external teams . In this role, you will work hand-in-hand with Field Service Engineers (FSE), Customer Success Teams (CST/Sales), and Marketing to address complex operational challenges. By delivering professional on-site/remote support, end-to-end user training, and rigorous assay implementation guidance, you empower customers to operate our advanced Molecular Diagnostics (MDx) and Next-Generation Sequencing (NGS) platforms with precision and confidence—ultimately unlocking their medical value to serve patient needs. If you are a science-driven professional with a customer-centric mindset, love practical problem-solving, and thrive in dynamic, collaborative environments, this is the place to build your impact. What You Will Do (Key Responsibilities) Cross-Functional Communication & Collaboration Hub: Deeply understand customer workflows and technical needs to foster enduring, trusted partnerships. Partner closely with Field Service Engineers (FSE) to diagnose multi-faceted issues intersecting applications and hardware, accelerating root-cause resolution. Collaborate with Customer Success Teams (CST) to uncover customer potential and provide scientific backing for business growth. Facilitate two-way intelligence exchange with Marketing on frontline market trends and emerging application insights. Technical Support & Troubleshooting Discipline: Provide prompt, empathetic on-site and remote application support and troubleshooting for assigned and assisted accounts. Uphold strict CRM discipline by logging activities accurately and completing standardized case closure reports within defined timelines. Maintain transparent and timely communication with internal stakeholders (CST, FSE) to ensure complete alignment on case progress. Demonstrations, Method Validation & Regulatory Readiness: Conduct and support product demonstrations, presentations, and technical evaluations for Roche MDx and NGS systems. Assist customers with analytical method validation and verification to fulfill laboratory accreditation and regulatory standards, such as LDTs (特管法), TAF, CAP, and ISO 15189. Provide expert support in analyzing, interpreting, and summarizing test and experimental data. Professional Training & Capability Building: Deliver structured, high-quality application training to end-users (medical technologists, researchers, and laboratory professionals). Design and conduct application enablement training for distributor partners to elevate overall service standards. Plan and execute internal On-the-Job Training (OJT) programs to mentor new team members and share best practices. Solution Planning & Phased Implementation: Assess customer requirements to design tailored testing workflows and integrated product solutions. Formulate practical project schedules to validate and implement multiple assays in phased rollouts, ensuring smooth and successful go-live operations. Who You Are (Requirements & Qualifications) Compliance & Integrity: A spotless compliance record with no material compliance violations in the past 5 years. Deep appreciation for healthcare regulations and ethical standards, demonstrating uncompromising integrity. Education & Professional Background: Bachelor’s degree in Medical Technology, Clinical Laboratory Science, Life Sciences, Biotechnology, or a related field ( Master’s degree is preferred ). Academic background in Medical Technology coupled with research or practical experience in Bioinformatics is highly preferred. Experience & Mindset: Minimum of 2 years of practical experience in clinical/research laboratories or IVD/Life Science industry. Customer service experience is a strong plus (not limited to healthcare); what matters most is an empathetic, customer-centric mindset—the ability to genuinely walk in the customer’s shoes to resolve their pain points. Technical & Domain Expertise: Strong theoretical foundation and hands-on familiarity with Molecular Diagnostics and/or NGS experimental workflows. Working knowledge of laboratory accreditation standards (LDTs, TAF, CAP, ISO 15189) is highly valued. Digital & AI Literacy: Proficient in standard office productivity tools (Microsoft 365 suite, CRM platforms). Skilled in utilizing Generative AI for information retrieval, synthesis, and workflow optimization; familiarity with advanced AI concepts (e.g., prompt engineering, custom AI agents, or workflow automation) is an advantage. Critical Fact-Checking: Possess sharp critical thinking skills to rigorously verify AI-generated insights against official documentation, strictly adhering to medical safety and accuracy standards. Language & Communication: Practical, business-ready English proficiency: able to comfortably comprehend international meetings, proactively ask questions, articulate ideas, compose professional emails, and collaborate with regional/global technical support teams (practical communication and courage over test scores). Work Logistics & Mobility: Primary service coverage in Northern Taiwan , with occasional travel to Eastern Taiwan (e.g., Hualien); willingness to travel domestically as needed (estimated up to 20%). Valid driver’s license required; possessing a personal vehicle is not mandatory but highly preferred for schedule flexibility. Good Compliance track record. No material Compliance violation has been identified in the past 5 years. Strong knowledge of compliance requirements and a clear understanding of high standards of integrity. 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.