Field Service Engineer for Diagnostics & Lab Automation

Roche Holding AG; Cincinnati (OH); On-site; USD 71,000 - 132,000; Full time

Job summary

Roche Holding AG in the United States seeks a Field Engineering Specialist to travel the assigned territory delivering on-site repair and installation services for Roche products across clinical chemistry, immunoassay and lab automation.

You will diagnose failures, provide technical support, and maintain the quality system while building strong customer relationships; travel including overnight stays is required.

Qualifications

• High school diploma and 2 years of technical school or equivalent military training or work experience are required.
• 5 years of progressive experience in repairing or servicing mechanical/system hardware and software, or networking/wireless networking is necessary.
• Successful completion of training or certification as defined by RD Services Leadership and policy is mandatory.
• The ability to travel, including overnight travel, is a requirement for this role.
• 8+ years of progressive experience or a Bachelor's degree in a relevant field plus 4+ years of progressive experience are required.
• Advanced knowledge of electronics, electro-mechanical systems, information technology, and basic chemistry.
• The ability to serve as an internal technical resource, provide support after hours and on weekends/holidays, and maintain strong customer relationships is essential.

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.

Skills

Travel

Customer focus

Problem solving

Education

High school diploma + technical school

Bachelor's degree in a relevant field

Job description

Roche Holding AG in the United States seeks a Field Engineering Specialist to travel the assigned territory delivering on-site repair and installation services for Roche products across clinical chemistry, immunoassay and lab automation.

You will diagnose failures, provide technical support, and maintain the quality system while building strong customer relationships; travel including overnight stays is required.