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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.
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's 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 customer satisfaction. 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, 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 can 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 seeks out opportunities to market service contracts to existing customers.
Provides routine technical support to existing customers, including operator-troubleshooting training as 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- New York area- must be able to travel within the area.
Who you are
You hold a High school diploma and 2 years of technical school, military training, or equivalent work experience.
You have 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
You hold a 4-year Engineering Degree in Biomedical, Mechanical, Electrical, or related.
Basic knowledge of electronics, electro-mechanical systems, and information technology.
Knowledge of basic chemistry.
Ability to develop in-depth, technically related troubleshooting skills.
Good written/verbal communication, organization, and prioritization skills.
Effective customer service skills, which include a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships.
Relocation benefits are not available for this position.
The expected salary range for this position, based on the primary location in New York City, is $58,700 to 108,900. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.
A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let’s build a healthier future, together.
Roche is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.
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