Senior Field Engineer, Diagnostics & Support Lead

Roche; Daly City (CA); On-site; USD 82,000 - 152,000; Full time

Benefits offered by this job

Company car

Job summary

Roche is seeking a Senior Field Engineering Specialist to cover the San Francisco Bay Area, CA, with occasional national travel. The role installs, maintains, and repairs Roche Diagnostics equipment, analyzes complex problems, and provides second-level support to field teams.

The ideal candidate will train others, stay current on product knowledge, and strive to maximize customer satisfaction. Strong technical background in electronics, mech/electro-mechanical systems, and IT, plus travel

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

• 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

Skills

Electrical/electromechanical systems

Networking/Wireless networking

Troubleshooting

Customer service

Technical training/mentoring

Education

Bachelor's degree in Biomedical Engineering/Mechanical/Electrical Engineering or related field

Technical training / RD Services Certification

Job description

Roche is seeking a Senior Field Engineering Specialist to cover the San Francisco Bay Area, CA, with occasional national travel. The role installs, maintains, and repairs Roche Diagnostics equipment, analyzes complex problems, and provides second-level support to field teams.

The ideal candidate will train others, stay current on product knowledge, and strive to maximize customer satisfaction. Strong technical background in electronics, mech/electro-mechanical systems, and IT, plus travel