Field Engineering Specialist - Houston

F. Hoffmann-La Roche AG; Indianapolis (IN); On-site; USD 72,000 - 132,000; Full time

Benefits offered by this job

Company car

Discretionary bonus

Job summary

Roche is seeking a Field Service Specialist to install, maintain and repair Roche Diagnostics equipment across the Houston, TX area, with up to 70% travel. You will provide on-site training, field support, and ensure high customer satisfaction by delivering reliable service and technical expertise.

The ideal candidate will have strong electronics/IT knowledge, experience with biomedical devices, and a proven track record of dependable service delivery in dynamic environments.

Qualifications

• High school diploma or technical training or equivalent military training or work experience.
• Bachelor's degree in Biomedical/Mechanical/Electrical Engineering, Chemistry or related field plus 1–2 years of relevant experience.
• Willingness to travel, including overnight stays.

Responsibilities

• Installs, maintains, and repairs Roche Diagnostics equipment.
• Provides second-level regional support by phone for troubleshooting guidance.
• Travels to customer sites for on-site training and skills assessment.
• Works with sales to aid instrument placements and ensure customer satisfaction.

Skills

Field service

Troubleshooting

Customer service

Education

High school diploma or technical training

Bachelor's degree in engineering or related field

Tools

Electronics knowledge

IT/Networking basics

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 in the Sequencing and Life Sciences division. 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

• Applies advanced knowledge and skills and industry acceptable practices and procedures to install, maintain, and repair Roche Diagnostics equipment.
• Identifies and analyzes most complex problems and repairs where possible or escalates to higher level support tiers when repairs are not possible.
• Monitors customer equipment performance.
• Provides second level support within the region including phone support to team members in need of troubleshooting guidance and expertise.
• Provides technical and customer service skill training and mentoring.
• Travels with other Field Service Support Specialists to provide individualized on-site training and skill assessment.
• Recommends areas for improvement (i.e. instrument knowledge, troubleshooting skills, customer relationship skills and priority management).
• Maintains a highly developed knowledge of specific products, platforms and functions as a lead when new products are launched.
• Works closely with the sales organization to aid in instrument placements, ensuring successful installations and highly satisfied customers.
• Responsible for maximizing customer satisfaction with Roche equipment and related products.
• Demonstrates mastery in establishing and managing customer expectations regarding service provision.
• 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.
• Promotes effective, positive, and productive communication among the team to ensure and maximize satisfaction of the customer base.
• Completes and documents all service related activities and is compliant to all company quality procedures and guidelines.

This is a field-based role - the territory is Houston, TX. Travel expectation: up to 70%. Ideal candidate should reside in the Houston, TX area.

Who You Are

High school diploma and 2 years of technical school or equivalent military training or equivalent work experience 5 years of progressive experience repairing or servicing mechanical/system hardware and software, or networking/wireless networking or a Bachelor’s degree in Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Chemistry or related field plus 1-2 years of progressive experience repairing or servicing complex mechanical/system hardware and software, or networking/wireless networking Successfully training or certification as defined by RD Services Leadership and policy Ability to travel, including some overnight travel, is required

Preferred Requirements

Preferred Requirements: 6+ years of progressive experience or a Bachelor’s degree in Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Chemistry or related field plus 2+ years of progressive experience Knowledge of electronics, electro‑mechanical systems, information technology and networking Good written/verbal communication, organization and prioritization skill Highly effective customer service skills, which includes a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships Knowledge of basic chemistry Experience with IT/Networking is a plus

Additional Information

• Relocation benefits are not provided for this job posting
• Company car is provided with this role
• The expected salary range for this position based on the primary location of Houston, TX is 71,700.00 - 132,000.00 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.

Benefits

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. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws. If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants. We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world. We are Roche.