Field Engineering Specialist

Role Overview

• 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