Field Service Engineer

F. Hoffmann-La Roche AG; Sydney; On-site; AUD 85,000 - 120,000; Full time

Job summary

Roche is seeking a Field Service Engineer to provide critical field service activities for Core Lab, Molecular Diagnostics, Tissue Diagnostics and Sequencing Instruments in NSW. You will coordinate installations, preventative maintenance and hardware modifications, working with account teams to report activities in the CRM system.

You will travel regionally as required, participate in on-call rotations, and ensure safety, compliance and high-quality service.

Qualifications

• A tertiary degree in Electrical/Electronics or equivalent qualification.
• Experience in field engineering / customer services within the Medical Devices industry.
• Experience with Hematology is a plus.
• Experience with IT and Middleware systems with excellent written and verbal communication skills.
• A valid driver’s license.
• Eligible to live and work in Australia (NSW) is required.

Responsibilities

• Lead field service activities including installation, preventive maintenance, and repairs for Roche instruments.
• Coordinate with Account Management Teams and document activities in CRM.
• Ensure safety, health and environmental policies are followed.
• Manage spare parts and on-call coverage; report issues and trainings as needed.
• Travel within NSW region and occasional interstate travel.

Skills

Field engineering

Customer service

Diagnostics experience

Communication skills

Education

Electrical/Electronics degree

Tools

IT systems

Middleware systems

Job description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position A healthier future. It is 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 is what makes us Roche.

A Roche Field Services Engineer provides vital field service activities for Core Lab, Molecular Diagnostics, Tissue Diagnostics and Sequencing Instruments by provision and coordination of all activities relating to instrument troubleshooting, instrument installation, instrument preventative maintenance, software and hardware modifications, relating to both pre and post sales requirements.

What you will be working on:

As a Field Service Engineer, you will work with the Account Management Teams and participate in regular team meetings to capture and report all field activities undertaken, including all labour and travel incurred via CRM system.

You will ensure:

• The timely pre-installation inspection and installation of Roche and other analytical systems working hand in hand with Regional Service Manager, Application Specialist and Senior Account Management Team to ensure successful installations occur.
• All Preventative Maintenance is carried out in a timely manner as per the manufacturer’s guidelines and notify Regional Service Manager for any overdue Preventative maintenance, and ensure any ongoing instrument problems or issues are communicated to all concerned.
• Spare Part Management and Boot Stock Accuracy, and identify any training deficiencies and inform the Regional Manager.
• Comply with of all safety, health, and environmental policies and procedures to ensure the safety, health and wellbeing of all employees and visitors.
• Compliance with all Roche Processes as documented in policies and procedures, Roche Code of Conduct and Industry Code/s of Practice

The Service support is primarily provided for instruments located within NSW, however, on occasion there will be travel regionally and interstate as required. This service is provided based on hours of employment being typically 9 a.m. to 5 p.m. Monday to Friday, and with a requirement to participate in a rotating On-Call Roster to cover the out of hours’ service requirements from 5 p.m. to 9 a.m. Monday to Friday and 24 hours Saturday and Sunday.

Who you are:

You have:

• A tertiary degree in Electrical/Electronics or equivalent qualification
• Experience working in field engineering / customer services related fields within the Medical Devices industry, having Diagnostic Industry background a plus
• Experience or expertise in the Hematology field a plus
• Experience with IT and Middleware systems with excellent written and verbal communication skills.
• A valid driver’s license
• Your strong customer empathy and interaction skills and proven record of accomplishment in data connectivity, troubleshooting and resolution will be an advantage.
• You are someone who wants to influence your own development and working in a multicultural environment motivates you.
• Full eligibility to live and work in Australia is required for this field (NSW) based role.

We do not accept any unsolicited resumes or enquiries from recruitment agencies. Roche has a dedicated in-house Talent Acquisition team.

What we offer

Roche offers rewarding growth opportunities, a competitive remuneration package and a collaborative culture where people are united in purpose and will stretch you to be brave, speak up and think differently. Feel empowered to deliver meaningful outcomes, supported by accessible and inspiring leaders. Roche encourages a high-performance culture where you are empowered and trusted to make decisions. We strive for excellence and extraordinary results and take a genuine interest in our people and their well-being, and our patients. Take pride in knowing you can make a difference to millions of patients worldwide in developing diagnostics and treatments for oncology, neuroscience, inflammation, immunology, ophthalmology, rare diseases, respiratory disease and diabetes. We are committed to providing an inclusive, safe, secure and healthy workplace, and to minimise any such impacts to our employees, customers and the community. We welcome applications from all people and encourage you to advise of any individual circumstances that may require consideration.

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. We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world. We are Roche.