Medical Diagnostics Field Service Engineer – IVD

Roche; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Roche in Manila is seeking a Customer Service Engineer to deliver high-quality technical service and support. You will work with Sales, Marketing, Supply Chain, Finance, and Applications to improve customer satisfaction and drive business growth, coordinating with APAC or Global Customer Support for updates and escalations.

Responsibilities include installation, preventive maintenance, and precise documentation in Roche systems, with a focus on timely communications and issue resolution for

Qualifications

• Minimum of three years' experience in IVD service engineering.
• Bachelor's degree in engineering.
• Multinational company experience is preferred.

Responsibilities

• Independently completes installation, maintenance, and basic troubleshooting according to the manufacturer’s service manual and service SOP.
• Performs preventive maintenance to ensure optimal instrument operation and updates maintenance data timely and accurately.
• Documents all service-related activities accurately in systems such as CRM, Rexis, PIM, and RDK in line with Roche standards.
• Escalates cases and communicates issues to GCS/CIR, and collaborates with Customer Service Applications to provide alternative solutions for product quality issues.
• Provides a communication link between the customer and the company to ensure effective service and handles customer complaints.
• Responsible for ordering, liquidation, and return of spare parts, and monitors calibration of individual tools.
• Liaises with third-party suppliers and service providers (e.g., UPS, water systems) and implements, maintains, and updates customer product information, including Service and Quality Notifications.

Skills

IVD service engineering

English & Filipino

Education

Bachelor's degree in engineering

Tools

Microsoft Office

Google Tools

Job description

Roche in Manila is seeking a Customer Service Engineer to deliver high-quality technical service and support. You will work with Sales, Marketing, Supply Chain, Finance, and Applications to improve customer satisfaction and drive business growth, coordinating with APAC or Global Customer Support for updates and escalations.

Responsibilities include installation, preventive maintenance, and precise documentation in Roche systems, with a focus on timely communications and issue resolution for