The Position
A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come.
Creating a world where we all have more time with the people we love.
That’s what makes us Roche.
The Opportunity
Are you ready to take your technical expertise to the forefront of cutting-edge medical technology? We are seeking a skilled and dedicated Field Service Engineer to join our dynamic team in the In Vitro Diagnostics (IVD) industry.
As a Field Service Engineer, you will play a pivotal role in ensuring the optimal functioning and maintenance of our diagnostic equipment across various clinical and medical research settings. If you thrive in a challenging, customer-facing role where problem-solving and innovation are key, this position offers a unique opportunity to make a significant impact in healthcare delivery.
Apply now to be part of our mission to enhance diagnostic accuracy and patient care through advanced technology solutions.
Key Responsibilities
As a Field Service Engineer, you will be expected:
- To resolve/take accountability for cases being resolved by receiving case, contacting client, providing telephonic support (if possible) and coordinating resolution of case within SLA/deadline
- To provide technical support on site by coordinating appointment to resolve case with key contact at customer, organizing required parts and equipment and providing support within deadline / SLA
- To coordinate resolution of escalated technical cases by identifying issues that require escalation, referring to appropriate escalation process, providing feedback to customers, internal sales and line manager, following up until resolved and closing case within customer expectations
- To follow-up with customers after cases are closed by contacting clients via telephone or email, verifying case is fully resolved, reopen/open cases if the issue is reoccurring and resolve within deadline
- To proactively provide technical support to customers by receiving adhoc customer support requests while on site, after hours etc., by receiving request for support from customer, logging case on system, providing technical support and closing case or distributing case correctly immediately
- To implement equipment software and hardware Modifications as per the manufacturer’s recommendations.
- To complete equipment installations and de-installations following Manufacture’s guidelines.
Who you are:
A holder of:
- National Diploma in Electrical Engineering/ Mechanical Engineering/ Biomedical Engineering or equivalent.
- BSc. Biomedical Engineering or related degree as per above is preferred
- 1-3 years technical support services experience – medical diagnostic industry experience is preferred
Must have knowledge of:
- Customer service
- Technical support
- Medical instrumentation installation and maintenance
In the absence of relevant qualifications, experience in the relevant field and at the relevant level will be considered
Preferred:
- Exceptionally qualified applicants with many years of relevant experience but without a Master’s degree are also encouraged to apply.
- You are well known for your motivation as well as your independent, yet collaborative working style.
- A strong understanding of the market and environment combined with the ability to define strategic goals and to achieve them with a high level of initiative complete your profile.
Who we are
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.