Associate Field Engineering Specialist - Charlotte, NC

Roche•Indianapolis, IN

3d•Onsite

About The Position

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 Territory: Charlotte, NC (Ideal candidate to live or relocate to within 35 miles of Charlotte, NC) Travel: 30% - 40% This is an exciting time to join the Roche Support Network. 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 The Roche Support Network group is committed to providing industry-defining support to its customers. As an Associate Field Engineering Specialist, you will have the opportunity to travel and demonstrate your expertise as a technical repair and/or installation specialist for Roche assigned product lines, and provide valued service to your laboratory customers in an assigned territory.

Requirements

You hold a High school diploma and 2 years of technical school or equivalent military training or equivalent work experience.
You have 2 years of experience repairing or servicing mechanical/system hardware and software, or networking/wireless networking or equivalent level of competency attained through appropriate training curriculum.

Nice To Haves

You hold 4 year Engineering Degree in Biomedical, Mechanical, Electrical or related.
Basic knowledge of electronics, electro-mechanical systems and information technology.
Knowledge of basic chemistry.
Ability to develop in-depth technically related troubleshooting skills.
Good written/verbal communication, organization and prioritization skills.
Effective customer service skills, which includes a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships.

Responsibilities

Are responsible for ensuring and maximizing customer satisfaction with Roche equipment and related products.
Promotes effective, positive, and productive communication among teams to ensure and maximize the satisfaction of customer base.
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.
Follows standard practices and procedures to install, maintain and repair Roche Diagnostics’ equipment.
Identifies and analyzes current problems and repairs where possible or escalates to higher levels when repairs are not possible.
Schedules and performs preventative maintenance per department policy.
Monitors customer equipment performance and is able to respond to and resolve most routine issues.
Refers complex problems and issues to higher levels.
Identifies revenue-generating and cost-saving opportunities implements the Roche Diagnostics service agreement policy and seek out opportunities to market service contracts to existing customers.
Provides routine technical support to existing customers, including operator troubleshooting training when needed.
Completes and documents all service and customer account-related reports, updates, and emails in a timely and professional manner, compliant with all quality procedures.
Maintains expenses within departmental guidelines and controls inventory and all company property