Associate Field Engineering Specialist - Chattanooga, TN

Roche; Tennessee; On-site; USD 56,000 - 104,000; Full time

Job summary

Roche is seeking a field-based service engineer to support Chattanooga, TN. You will install, maintain and repair Roche Diagnostics equipment and work to maximize customer satisfaction.

You will coordinate with teams to ensure high-quality service delivery and timely issue resolution. The role requires a high school diploma, 2 years of technical training or equivalent experience, and 2 years in repair/service of mechanical hardware or networking.

Qualifications

• High school diploma and 2 years of technical training or equivalent work experience.
• 2 years of experience repairing or servicing mechanical/hardware or networking equipment.

Responsibilities

• Ensure and maximize customer satisfaction with Roche equipment and products.
• Install, maintain and repair Roche Diagnostics equipment following standard procedures.
• Provide routine technical support and operator troubleshooting training when needed.
• Document reports, updates and emails in a timely, professional manner; travel up to 25%.

Skills

Technical repair

Electronics

Troubleshooting

Customer service

Education

High school diploma

Technical school

4-year Engineering Degree

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

This is an exciting time to join the Roche Support Network. If you are passionate about problem solving then this is the position for you! As a research-focused healthcare company, Roche discovers, develops and provides innovative diagnostics and therapeutic products and services that deliver significant benefits to patients and healthcare professionals - from early detection and prevention of diseases to diagnostics, treatment and treatment monitoring. Roche is a successful company that can offer exciting career opportunities. We encourage and support your development in areas of your interest which will prepare you for the next level in your career path. We know that people are responsible for our success, and we value our employees. Our commitment is to create a work environment where feeling valued, respected, and empowered is a daily experience.

The Opportunity

• Are responsible for ensuring and maximizing customer satisfaction with Roche equipment and related products.
• Promotes effective, positive, and productive communication among teams to ensure and maximize the 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.
• Follows standard practices and procedures to install, maintain and repair Roche Diagnostics' equipment.
• Identifies and analyzes current problems and repairs where possible or escalates to higher levels when repairs are not possible.
• Schedules and performs preventative maintenance per department policy.
• Monitors customer equipment performance and is able to respond to and resolve most routine issues.
• Refers complex problems and issues to higher levels.
• Identifies revenue-generating and cost-saving opportunities implements the Roche Diagnostics service agreement policy and seek out opportunities to market service contracts to existing customers.
• Provides routine technical support to existing customers, including operator troubleshooting training when needed.
• Completes and documents all service and customer account-related reports, updates, and emails in a timely and professional manner, compliant with all quality procedures.
• Maintains expenses within departmental guidelines and controls inventory and all company property
• This field-based role requires up to 25% travel.
• This person will support Chattanooga, TN (Ideal candidate to live in Chattanooga, TN or 20 miles away).

Who you are

• You hold a High school diploma and 2 years of technical school or equivalent military training or equivalent work experience.
• You have 2 years of experience repairing or servicing mechanical/system hardware and software, or networking/wireless networking or equivalent level of competency attained through appropriate training curriculum.

Preferred Requirements

• You hold 4 year Engineering Degree in Biomedical, Mechanical, Electrical or related.
• Basic knowledge of electronics, electro-mechanical systems and information technology.
• Knowledge of basic chemistry.
• Ability to develop in-depth technically related troubleshooting skills.
• Good written/verbal communication, organization and prioritization skills.
• Effective customer service skills, which includes a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships.

Relocation benefits are not available for this position.

The expected salary range for this position based on the primary location of Tennessee is 55,900.00 - 103,700.00 USD Annual. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

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