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Associate Support Scientist, Roche Sequencing

The Associate Support Scientist should be an individual with a passion for customer service, excellent communication and time-management skills, and a drive to work effectively across different functions in a commercial organization. The individual will be a member of the Sequencing & Life Sciences, Support & Applications team, and be located in Wilmington, MA.

Role & Responsibilities:

  • Provide expert knowledge of Roche Sequencing & Life Sciences products and applications to our customers, with the goal of providing consultative scientific support, e.g. assisting with product selection, experimental design, workflow optimization, application troubleshooting, etc.
  • Document all technical inquiries and complaints in the local case handling system in an accurate and timely manner
  • Investigate and resolve product complaints, and escalate to appropriate service engineer or quality functions within Roche
  • Coordinate instrument service and maintenance requests, as well as software and/or hardware troubleshooting
  • Coordinate with Sales to provide customers with the scientific and product support necessary to accelerate the sales process, increase success rates of product evaluation and provide continued post-sale technical support e.g. troubleshooting
  • Travel (up to 10%) to work in the field with Sales Reps. or provide lab training for customers


  • B.S. or M.S. degree in Biology, Molecular Biology, Biochemistry, or related field with 1 – 2 years of laboratory experiences
  • Theoretical and practical understanding of PCR, qPCR, and next-generation sequencing
  • Customer-facing and support experience preferred
  • Excellent personal task management skills and a high level of self-motivation
  • Excellent verbal and written communication skills, and a willingness to coordinate with individuals located at different sites within the organization.


Roche is an equal opportunity employer.

Customer Support, Customer Support > Technical & Application Support

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