Associate Field Engineering Specialist - Molecular Diagnostics - Providence, RI

Roche•Indianapolis, IN

3d•$55,900 - $103,700•Hybrid

About The Position

At Roche, we foster a culture where you can be yourself and are embraced for your unique qualities. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted, and respected, allowing you to thrive 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. This is an exciting time to join the Roche Support Network. If you are passionate about problem-solving, 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.

Requirements

High school diploma and 2 years of technical school or equivalent military training or equivalent work experience.
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

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

Travel and demonstrate expertise as a technical repair and/or installation specialist for assigned Roche product lines.
Provide valued service to laboratory customers in an assigned territory.
Ensure and maximize customer satisfaction with Roche equipment and related products.
Promote effective, positive, and productive communication among teams to ensure and maximize customer satisfaction.
Manage customer accounts to promote goodwill, confidence, and credibility, exceeding customer expectations in product, service, and support quality.
Install, maintain, and repair Roche Diagnostics’ equipment following standard practices and procedures.
Identify and analyze current problems, repairing them where possible or escalating to higher levels when repairs are not possible.
Schedule and perform preventative maintenance per department policy.
Monitor customer equipment performance and resolve routine issues.
Refer complex problems and issues to higher levels.
Identify revenue-generating and cost-saving opportunities.
Implement the Roche Diagnostics service agreement policy and seek opportunities to market service contracts to existing customers.
Provide routine technical support to existing customers, including operator troubleshooting training when needed.
Complete and document all service and customer account-related reports, updates, and emails in a timely and professional manner, compliant with all quality procedures.
Maintain expenses within departmental guidelines and control inventory and all company property.