Field Engineering Specialist - Houston

Roche; Texas; On-site; USD 72,000 - 132,000; Full time

Benefits offered by this job

Company car

Job summary

Roche Diagnostics is seeking a Field Service Specialist to support installation, maintenance and repair of Roche Diagnostics equipment in the Houston area. You will diagnose complex issues, provide on-site training, and work with the sales team to ensure successful instrument placements and high customer satisfaction.

The role requires 5+ years of repair experience (hardware/software or networking), strong communication, and the ability to travel up to 70%.

Qualifications

• High school diploma or technical training with experience.
• 5 years of progressive experience repairing or servicing hardware and software.
• Ability to travel, including some overnight travel.

Responsibilities

• Installs, maintains, and repairs Roche Diagnostics equipment.
• Identifies and analyzes complex problems; escalates as needed.
• Monitors customer equipment performance and provides second-level support.
• Trains and mentors team members; travels for on-site training.
• Maintains knowledge of products and supports instrument placements.
• Maximizes customer satisfaction and documents service activities.

Skills

Customer service

Communication

Organizational skills

Prioritization

Education

Bachelor's degree in Biomedical Engineering

High school diploma

Technical school training

Tools

Networking

Electronics

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.

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

• 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