Field Service Engineer Near Patient Care

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

The purpose of this position is to provide service support for Roche Near Patients Care (NPC) instruments as part of customer service offerings.

Key Areas of Accountabilities

• Installation and deinstallation of instruments at customer-designated locations (based on requests from SAMs, NPC Application Specialists, or others) and other service related tasks also at the service point located in Roche's Prague office

• Instrument maintenance according to the manufacturer’s description and timeframe; if no maintenance is prescribed, conduct functionality checks upon customer request

• Diagnose malfunctions upon customer requests; if the instrument is non-functional and unless otherwise decided, replace it with a new one

• Modify instruments from the Roche NPC portfolio based on GSS recommendations

• Ensure connection of NPC portfolio products to hospital/laboratory networks; perform all necessary tasks to ensure network operation in collaboration with Roche’s WF IT department and the customer’s IT department (installation, configuration, diagnostics, user training)

• Training of the hospital staff/users on Roche POCT devices

• Prepare Service Report (S/R) in both written and digital formats to document the performed services

• Support customers by providing information about new products, software updates, planned modifications, etc., via meetings, phone calls, or emails.

• Gather information on new products, modifications, and software updates and share them with sales representatives contributing to increased customer satisfaction and achievement of sales targets

• Follow Complaint Management rules according to SOP 0601 and report complaints into the internal CRM tools

Who You Are

• Higher or University degree in IT, Electronic and/or Mechanical Engineering field and/or comparable

• Work experience within Healthcare (HC) sector and laboratory environment an advantage

• Technical – minded and desire to learn within IT HC innovations

• Czech language native, English at the level of being able to communicate with Global Tech Support Teams and for internal projects interactions

• Team-player and be ready to support team to aim common goal

• Customer-focused and solution-oriented to secure first-class service

• Flexible to travel within the whole Czech Republic

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.