Field Service Engineer – Diagnostic Systems (Travel)

Roche; Chicago (IL); On-site; USD 71,000 - 132,000; Full time

Job summary

Roche in Chicago, Illinois is seeking a Field Engineering Specialist to service, repair, and install Roche product lines at laboratory sites within the assigned territory. This field-based role requires travel and brings opportunities to diagnose complex issues across hardware, software, and networking components.

You will diagnose failures, perform on-site repairs, and document activities in line with Roche quality procedures while maintaining strong customer relationships.

Qualifications

• 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

Responsibilities

• Provides routine technical support to customers on operational and maintenance aspects of system equipment
• Performs on-site service, repair and/or installation of company product(s). This may include any aspect of field support and is not limited to mechanical/system hardware and software, networking/wireless networking
• Serves as customer contact on routine technical and service-related problems. Receives training and delivers service within the normal scope of the position. Follows documented practices, policies and procedures in providing repair and installation support
• Diagnoses mechanical, hardware, software and system failure, using established procedures. Determines the most cost-effective repair/resolution to minimize customer downtime
• Provides analysis, feedback and recommendations on product failure trends and serviceability issues. Documents all activity in a manner compliant with the company's quality procedures. Specialized knowledge generally of a particular area, system or equipment. Requires specific training and certification
• Applies some advanced skills to the position or specialization. May adapt procedures, processes, tools, equipment and techniques to meet the more complex requirements of the position. Duties are generally routine, but may include non-routine tasks
• Resolves most questions and problems and refers only the most complex issues to higher levels
• Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions

Job description

Roche in Chicago, Illinois is seeking a Field Engineering Specialist to service, repair, and install Roche product lines at laboratory sites within the assigned territory. This field-based role requires travel and brings opportunities to diagnose complex issues across hardware, software, and networking components.

You will diagnose failures, perform on-site repairs, and document activities in line with Roche quality procedures while maintaining strong customer relationships.