(Senior) Service Engineer

Roche; Hong Kong; On-site; HKD 260,000 - 420,000; Full time

Job summary

Roche Diagnostics in Hong Kong is seeking a Service Engineer to provide on-site instrument support, including preventive maintenance, installations, software updates, and remote support through Digital Service Solution.

Candidates should have a biomedical/medical engineering degree, at least two years’ service experience with IVD products, and strong English and Chinese communication. Proficiency with Word, Excel, Windows, and good documentation skills are required.

Qualifications

• Bachelor degree in Biomedical/Medical Engineering, Electronic or equivalent.
• Preferable 2 years of service engineering experience in IVD products.
• Strong communication in English and Chinese; good documentation skills.
• Proactive, responsible, and able to work in cross-functional teams.

Responsibilities

• Provide first line instrument support at customer sites including maintenance, installation, and hardware/software modifications.
• Deliver remote support via Digital Service Solution and communicate service updates.
• Provide professional service training to customers and peers.
• Maintain well-documented service information in the CRM system.
• Collaborate with cross-functional teams to achieve customer satisfaction.
• Meet service KPIs and participate in continuous improvements.
• Participate as a project member in LAS (Lab Automation System) implementations.
• Carry out ad-hoc duties as assigned by the line manager.

Skills

Customer oriented

English writing

English and Chinese

Team player

Proactive

Education

Bachelor's degree in Biomedical/Medical Engineering, Electronic or equivalent

Tools

MS Office

Windows OS

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

Roche Diagnostics

Responsibility & Accountability

• Provide first line instrument support at customer sites, such as corrective and preventive maintenance, installation, hardware and software modification
• Provide remote support through Digital Service Solution
• Provide professional service training to customers and peers
• Update and communicate service information regularly
• Well documented service information in the CRM system
• Closely work with cross-functional teams as required to achieve customer satisfaction
• Meet service KPIs and participate in continuous improvements
• Work as a project member in LAS (Lab Automation System) implementation
• Carry out ad-hoc duties as assigned by the line manager

Requirements

Education:

• Bachelor Degree majoring in Biomedical / Medical Engineering, Electronic or equivalent and have minimum experience

Experience:

• Preferably 2-year Service Engineering experience in IVD Products

Competency:

• Proficient in common computer software knowledge including WORD, EXCEL, POWER POINT etc
• Proficient in Microsoft Windows OS installation and operation
• Customer-oriented with excellent communication and interpersonal skills
• Good writing/documentation skills in English
• Good command of written and spoken English and Chinese
• Proactive, responsible, professional, courteous, good communication skills and good team player

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.