Product Specialist - Roche Diagnostics Solutions

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.

We are seeking a dedicated Product Specialist to join our team, supporting pre- and post-sales functions to deliver a premium customer service experience. Your primary responsibilities will include training and ongoing education on our product portfolio, troubleshooting instruments and products, overseeing instrument installation and commissioning, and providing customer training on user procedures. You will also handle manufacturer modifications and after-sales service issues, ensuring customer satisfaction in alignment with our organization's SOPs and policies.

What you will be working on:

In this dynamic role, you will provide exceptional technical support to both internal and external customers, adding value to Roche Diagnostics’ assigned squads. This position offers flexibility across Core Lab, Molecular, and Export Markets, adapting to business needs and your area of expertise.

Join us to make a meaningful impact by delivering expert technical guidance and outstanding customer experiences. Key responsibilities include but are not limited to:

Training

• Maintain competence in the RD Analytical Systems portfolio and ensure continuing education with updates.

• Conduct cross-training for colleagues and complete mandatory training in a timely manner.

Instrument Installation, Commissioning, and Customer Training

• Oversee timely installation and commissioning of analytical systems following established protocols.

• Conduct comprehensive customer training to enhance competence and reduce future support needs.

Modifications and Instrument Troubleshooting Support

• Provide efficient after-sales support, troubleshooting, and adherence to SLAs for response times.

• Handle complaint documentation per Roche’s Quality System and ensure timely technical/software updates.

Roche User Group / Community

• Develop and facilitate engaging User Group content/events to build attendee confidence and enhance customer relationships.

Product & Marketing Support

• Provide expert technical input during sales processes and tenders, while monitoring market intelligence and competitor activity.

Administration

• Ensure accurate and timely documentation, stock management, and up-to-date CRM customer records.

• Identify business opportunities and support account and service contract strategies.

Health, Safety, and Environment

• Comply with Roche’s safety, health, and environmental policies to safeguard employees and visitors.

Who you are:

You are:

• A role model in agility, embodying Roche’s Leadership Commitment, Operating Principles, and APAC Spirit with the right mindset, culture, and behaviors.

• An outstanding communicator and networker with proven relationship-building skills.

• A strategic thinker who develops effective plans and ensures execution through teamwork, collaboration, and continuous improvement.

• Highly collaborative, with the ability to set ego aside and focus on achieving the best outcomes for the team and organization.

• Open to feedback and confident in seeking and providing constructive input to foster personal and team growth.

• Skilled in representing the company externally and building meaningful, long-term relationships with stakeholders.

• Energized by working in complex environments, with flexibility to mobilize and deliver results.

• Enthusiastic about learning, driving excellence, and becoming a subject matter expert on assigned product portfolios.

• Equipped with a strong background in science and business (tertiary qualification desired) and a thorough understanding of diagnostic and research laboratories.

• A licensed driver, ready to contribute both on-site and in the field.

This role is only open to candidates that have full eligibility to live and work in New Zealand. 

We do not accept any unsolicited resumes or enquiries from recruitment agencies. Roche has a dedicated in-house Talent Acquisition team.

Roche offers rewarding growth opportunities, a competitive remuneration package and a collaborative culture where people are united in purpose and will stretch you to be brave, speak up and think differently. Feel empowered to deliver meaningful outcomes, supported by accessible and inspiring leaders. 

Roche encourages a high-performance culture where you are empowered and trusted to make decisions. We strive for excellence and extraordinary results and take a genuine interest in our people and their well-being, and our patients.

Take pride in knowing you can make a difference to millions of patients worldwide in developing diagnostics and treatments for oncology, neuroscience, inflammation, immunology, ophthalmology, rare diseases, respiratory disease and diabetes.

We are committed to providing an inclusive, safe, secure and healthy workplace, and to minimise any such impacts to our employees, customers and the community. We welcome applications from all people and encourage you to advise of any individual circumstances that may require consideration.

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.