Field Engineering Specialist – Diagnostics & Service

F. Hoffmann-La Roche AG; Indianapolis (IN); On-site; USD 56,000 - 104,000; Full time

Job summary

Roche is seeking an Associate Field Engineering Specialist to travel daily and up to 20% overnight, servicing Roche Diagnostics equipment for laboratory customers. The role emphasizes technical repair and installation, with a focus on customer satisfaction and proactive problem solving.

The ideal candidate has 2 years of experience in mechanical/software repair or networking, with a background in biomedical/engineering fields. Location preference includes New York area near Long Island and NYC.

Qualifications

• High school diploma and 2 years of technical school or equivalent military training or experience.
• 2 years of experience repairing or servicing mechanical/system hardware and software, or networking/wireless networking or equivalent competency.

Responsibilities

• Ensure and maximize customer satisfaction with Roche equipment and related products.
• Promote effective communication among teams to maximize customer satisfaction.
• Manage customer accounts to exceed expectations in product, service and support quality.
• Install, maintain and repair Roche Diagnostics’ equipment following standard practices.
• Identify and analyze problems; escalate when repairs are not possible.
• Schedule and perform preventative maintenance per policy.
• Monitor customer equipment performance and respond to routine issues.
• Refer complex problems to higher levels.
• Identify revenue-generating opportunities and market service contracts to existing customers.
• Provide routine technical support including operator troubleshooting training.
• Complete and document all service and account-related reports and emails in a timely, professional manner.

Skills

Technical repair

Customer service

Communication

Problem solving

Education

Bachelor's degree in Biomedical/Mechanical/Electrical Engineering

High school diploma

Technical school training

Tools

Diagnostics equipment

Networking/wireless networking

Job description

Roche is seeking an Associate Field Engineering Specialist to travel daily and up to 20% overnight, servicing Roche Diagnostics equipment for laboratory customers. The role emphasizes technical repair and installation, with a focus on customer satisfaction and proactive problem solving.

The ideal candidate has 2 years of experience in mechanical/software repair or networking, with a background in biomedical/engineering fields. Location preference includes New York area near Long Island and NYC.