Field Service Engineer

Job description

·  Job facts

Roche Diagnostics Portugal is recruiting for aField Service Engineer (FSE). Geographic area: Center and South of Portugal

Main propose of this role: Installation and maintenance of analytical and pre-analytical Roche systems, according to the requirements and needs of the client and the business. Ensure a high level of excellence in the service provided by Roche. Contribute to customer training through innovative and effective methodologies. Contribute with differentiating and innovative actions so that the perception of the customer's service experience is positive and of added value. Collaborate actively in the evolution of the business.

Main Responsibilities:

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Organize, manage and execute pre-installations, installations, de-installations, preventive and corrective maintenance according to global procedures and according to customer‘s requirements and needs;

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Organize, manage and execute software and hardware modifications and upgrades to systems according to the manufacturer's instructions;

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Report systems quality and functioning problems to the GCS or other Roche support centers and take the necessary corrective actions;

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Find an effective and efficient response to customer cases, through the support tools available;

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Ensure compliance with specific KPIs;

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Know the customer's business in order to actively collaborate with the sales team;

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Carry out training sessions to customers (external and internal);

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Ensure an adequate level of customer training (including follow-up);

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Ensure support in Roche's IT solutions when appropriate

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Keep the technical knowledge updated for the maintenance and operation of the systems;

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Ensure adequate reporting in the CRM system of all daily activities according to procedures specifics.

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Ready dispatch of completed cases correctly, with all relevant fields filled;

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Participate in international meetings related to the area of ​​responsibility.

Who we are

At Roche, 98,000 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.

Roche is an equal opportunity employer.

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, geographies and also contribute for a healthy community. Where a job title is not considered the final definition of who you are, but the starting point. Being successful asField Service Engineer you have following qualifications and skills:

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Degree in Electronics, Information Technology, Medical Technology is required (or equivalent)

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At least 3 years in similar role (highly appreciated)

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Excellent analytical, problem analysis and decision-making skills

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Effective planning, organizational and time management skills

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Good communication (written and verbal) and interpersonal skill – ability to

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communicate at all levels

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Builds trustful and effective relationships

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Fluent in Portuguese

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Good knowledge of written and spoken English

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Ability to perform under pressure and within strict deadlines

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Ability to work independently and as a team member

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Critical analysis capability

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Takes responsibilities, drives results

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Focus to create value

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Mobilize the organization

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Innovate, learn and change

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Passion, Integrity & Courage

Roche is an equal opportunity employer.
Customer Support, Customer Support > Technical & Application Support

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