Associate Field Engineering Specialist

4 weeks ago

Charlotte, North Carolina, United States Roche Full time
Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

We advance science so that we all have more time with the people we love.

Territory: Burlington, NC

Job Facts
This is an exciting time to join the 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 an Associate Field Engineering Specialist, you will have the opportunity to travel and demonstrate your expertise as a technical repair and/or installation specialist for Roche assigned product lines, and provide valued service to your laboratory customers in an assigned territory.
  • Are responsible for ensuring and maximizing customer satisfaction with Roche equipment and related products. Promotes effective, positive, and productive communication among teams to ensure and maximize the 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.
  • 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 to and resolve most routine issues. Refers complex problems and issues to higher levels.
  • Identifies revenue-generating and cost-saving opportunities implements the Roche Diagnostics service agreement policy and seek 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 with all quality procedures.
  • Maintains expenses within departmental guidelines and controls inventory and all company property

This is a field based role.

Who you are
  • 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

Preferred Requirements
  • Basic knowledge of electronics, electro-mechanical systems and information technology.
  • 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.
  • Ability to develop in-depth technically related troubleshooting skills.
  • 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.

Are you ready to apply?

Relocation benefits are not available 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.

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