Associate Field Engineering Specialist

Job description

  Job facts

This position serves as a new technical repair or installation specialist for Roche products for assigned product lines and geographies. Provides routine technical support to customers on operational and maintenance aspects of system equipment. Performs on-site service, repair and/or installation of company product(s). This may include any aspect of field support and is not limited to mechanical/system hardware and software, networking/wireless networking. Serves as customer contact on routine technical and service related problems. Receives training and delivers service within the normal scope of the position. Follows documented practices, policies and procedures in providing repair and installation support. Diagnoses mechanical, hardware, software and system failure, using established procedures. Determines most cost effective repair/resolution to minimize customer downtime. Provides analysis, feedback and recommendations on product failure trends and service ability issues. Documents all activity in a manner compliant with company's quality procedures.

Specialized knowledge generally of particular area, system or equipment. Requires specific training and certification. Applies some advanced skills to the position or specialization. May adapt procedures, processes, tools equipment and techniques to meet the more complex requirements of the position. Duties are generally routine, but may include non-routine tasks. Resolves most questions and problems and refers only the most complex issues to higher levels.

Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.

The Associate Field Engineering Specialist:

• Follows standard practices and procedures to install, maintain and repair Roche Diagnostics' equipment. Identifies and analyzes current problems and repairs where possible or escalates to higher levels when repairs are not possible. Schedules and performs preventative maintenance per department policy. Monitors customer equipment performance and is able to respond and resolve most routine issues. Refers complex problems and issues to higher levels.
• Responsible for ensuring and maximizing customer satisfaction with Roche equipment and related products. Promotes effective, positive, and productive communication among team to ensure and maximize satisfaction of customer base. Manages customer accounts at a level that promotes goodwill, confidence and credibility in order to exceed customer expectations in terms of product, service, and support quality.
• Identifies revenue generating and cost saving opportunities, implements the Roche Diagnostics service agreement policy, and seeks out opportunities to market service contracts to existing customers.
• Provides routine technical support to existing customers, including operator troubleshooting training when needed.
• Completes and documents all service and customer account related reports, updates, and emails in a timely and professional manner, compliant to all quality procedures.
• Maintains expenses within departmental guidelines and controls inventory and all company property.

·  Who we are

As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions,such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives.

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

If you have a disability and need an accommodation in connection with the on-line application process, please email us at .
EEO is the Law

PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Desired profile

Who you are

You're someone who wants to influence your own development. You're looking for a company where you have the opportunity to pursue your interests across functions and geographies. Where a job title is not considered the final definition of who you are, but the starting point.
• High school diploma and 2 years of technical school or equivalent military training or equivalent work experience
• 2 years of experience repairing or servicing mechanical/system hardware and software, or networking/wireless
networking or equivalent level of competency attained through appropriate training curriculum
• Basic knowledge of electronics, electro-mechanical systems and information technology
• Ability to develop in-depth technically related trouble shooting skills
• Knowledge of basic chemistry
• Ability to work after hours, provide weekend and holiday support on a rotated basis within an assigned territory and/or geographic region and be on call 24/7 during rotation
• Good written/verbal communication, organization and prioritization skills
• Effective customer service skills, which includes a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships

·