Associate Field Engineering Specialist - Atlanta, GA

Roche • Indianapolis, IN

5d • $55,900 - $103,700 • Onsite

About The Position

As an Associate Field Engineering Specialist with Roche’s Support Network, you will travel within an assigned territory to provide technical repair and installation services for assigned Roche product lines and support laboratory customers. The role focuses on maximizing customer satisfaction with Roche equipment and related products, building productive customer relationships, and maintaining clear communication across teams.

You will install, maintain, and repair Roche Diagnostics equipment using standard practices and procedures. You will identify and analyze problems, resolve routine issues where possible, and escalate complex or unrepairable issues to higher-level specialists. The position also involves scheduling and performing preventive maintenance, monitoring equipment performance, providing routine technical support and operator troubleshooting training, and identifying opportunities to promote service agreements and improve revenue or costs.

The specialist documents service activities and customer account updates in a timely, professional manner in accordance with quality procedures, while managing expenses, inventory, and company property. This is a field-based role supporting Atlanta, Georgia, with up to 25% travel. The ideal candidate lives in Atlanta. Relocation benefits are not available. The stated annual salary range for Georgia is $55,900–$103,700; a discretionary annual bonus may be available based on individual and company performance.

Requirements

• High school diploma and two years of technical school, equivalent military training, or equivalent work experience.
• Two years of experience repairing or servicing mechanical/system hardware and software, or networking/wireless networking; equivalent competency attained through appropriate training is also accepted.
• Good written and verbal communication, organization, and prioritization skills.
• Effective customer service skills, including a positive attitude, helpful customer interactions, and the ability to maintain ongoing customer relationships.

Nice To Haves

• Four-year engineering degree in Biomedical, Mechanical, Electrical, or a related field.
• Basic knowledge of electronics, electromechanical systems, and information technology.
• Knowledge of basic chemistry.
• Ability to develop in-depth technical troubleshooting skills.

Responsibilities

• Travel within an assigned territory to provide technical repair and installation services for Roche-assigned product lines.
• Help maximize customer satisfaction with Roche equipment and related products, and maintain customer accounts in a way that builds goodwill, confidence, and credibility.
• Communicate effectively and productively with teams to support customer satisfaction.
• Install, maintain, and repair Roche Diagnostics equipment according to standard practices and procedures.
• Identify and analyze equipment problems; perform repairs where possible and escalate issues that cannot be resolved or are complex.
• Schedule and perform preventive maintenance according to department policy.
• Monitor customer equipment performance and respond to and resolve routine issues.
• Identify revenue-generating and cost-saving opportunities and implement Roche Diagnostics service agreement policy, including marketing service contracts to existing customers.
• Provide routine technical support to existing customers, including operator troubleshooting training when needed.
• Complete and document service and customer account reports, updates, and emails promptly and professionally, following quality procedures.
• Maintain expenses within departmental guidelines and control inventory and company property.

Benefits

• A discretionary annual bonus may be available based on individual and company performance.
• The position qualifies for company benefits, which are detailed at a linked benefits page; specific benefits are not listed in the posting.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED