Roche

Field Engineering Specialist

Roche

full-time

Posted on:

Location Type: Hybrid

Location: Scranton • Pennsylvania • United States

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Salary

💰 $71,100 - $132,000 per year

About the role

  • Provides routine technical support to customers on operational and maintenance aspects of system equipment
  • Performs on-site service, repair and/or installation of company products
  • Serves as customer contact on routine technical and service related problems
  • 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
  • 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 serviceability issues
  • Documents all activity in a manner compliant with company’s quality procedures
  • Is responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions
  • Is 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
  • Maintains expenses within departmental guidelines and controls inventory and all company property

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, including some overnight travel, is required
  • 8+ years of progressive experience or a Bachelor’s degree in Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Chemistry or related field plus 4+ years of progressive experience (preferred)
  • Advanced knowledge of electronics, electro-mechanical systems, and information technology
  • Ability to serve as an internal technical resource for lower level staff
  • 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 skill
  • Highly effective customer service skills, which includes a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships
  • Ability to train and mentor, and serve as the expert technical resource for lower level staff
Benefits
  • Discretionary annual bonus based on individual and Company performance
  • Benefits detailed in link provided
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
mechanical repairsystem hardware repairsoftware troubleshootingnetworkingelectro-mechanical systemsinformation technologypreventative maintenancediagnostic proceduresquality system managementcustomer account management
Soft Skills
customer servicecommunicationorganizationprioritizationmentoringteam collaborationproblem-solvingcustomer relationship managementpositive attitudetraining
Certifications
technical training certificationmilitary training certification