Field Engineering Specialist - Salt Lake City, UT
Salt Lake City, USA Sales
Job description
The Position
Territory: Primary support for Salt Lake City, including suburbs and surrounding areas.
Location: Preference for the person selected for this role to reside in Salt Lake City. Will give consideration to those living in the territory.
Travel Requirements: This position has up to 60% travel requirements. This includes overnight travel through the week - some holidays and weekends may be required.
Job Facts:
This is an exciting time to join Roche Support Network. If you are passionate about problem solving, then this is the position for you! As a research-focused healthcare company, Roche discovers, develops, and provides innovative diagnostics and therapeutic products and services that deliver significant benefits to patients and healthcare professionals - from early detection and prevention of diseases to diagnostics, treatment, and treatment monitoring. Roche is a successful company that can offer exciting career opportunities. We encourage and support your development in areas of your interest which will prepare you for the next level in your career path. We know that people are responsible for our success and we value our employees. Our commitment is to create a work environment where feeling valued, respected, and empowered is a daily experience.
The Opportunity:
The Roche Support Network group is committed to providing industry-defining support to its customers. As a Field Engineering Specialist, you will have an opportunity to travel and demonstrate your expertise as a technical repair and/or installation specialist for Roche product lines. You will also provide valued service to your laboratory customers in an assigned territory. The Field Engineering Specialist serves as a technical repair, preventive maintenance, and installation specialist for assigned Roche product lines and geographies. You will provide valued service to your laboratory customers in an assigned territory.
The Roche Field Engineering Specialist (FES):
Manage 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
Serve as customer contact and perform on-site technical routine service, repair and/or installation, and maintenance of Roche system equipment, primarily focused on:
Mechanical/system hardware and software
Networking/wireless networking
Preventative maintenance
Monitor customer equipment performance and respond/resolve most routine issues
Determine most cost effective repair/resolution to minimize customer downtime
Refer complex problems/issues to higher levels
Follow documented practices, policies, and procedures in providing repair and installation support, including diagnoses of mechanical, hardware, software and system failure
Analyze product failure trends and serviceability issues; provide feedback and solution recommendations
Promote effective, positive, and productive communication among team to ensure and maximize satisfaction of customer base
Identify revenue-generating and cost-saving opportunities, implement the Roche Diagnostics service agreement policy, and seek out opportunities to market service contracts to existing customers
Maintain expenses within departmental guidelines; control inventory and all company property
Minimum Requirements:
High school diploma and 2 years of technical school or equivalent military training or equivalent work experience
5 years of progressive experience repairing or servicing mechanical/system hardware and software, or networking/wireless networking or a Bachelor’s degree in Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Chemistry or related field plus 1-2 years of progressive experience repairing or servicing complex mechanical/system hardware and software, or networking/wireless networking
Successfully training or certification as defined by RD Services Leadership and policy
Ability to travel overnight on occasion to support other territories, as needed
Preferred Requirements:
Advanced knowledge of electronics, electro-mechanical systems, and information technology
Knowledge of basic chemistry
Ability to train, mentor and serve as the expert technical resource for lower level staff
Effective customer service skills, which includes a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships
Effective time-management, organization and prioritization skills
Effective written/verbal communication skills
Ability to work after hours, provide weekend and holiday support on a rotational basis within an assigned territory
Additional Information:
Amazing benefits and 401K match
A company car is provided
Ability to work independently and part of a high performing team
This is a nonexempt, hourly position that is eligible for overtime
This is a remote, field-based position
Relocation benefits are included for this position.
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
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 relation to the online application process, please contact us by completing this form Accommodations for Applicants.