Associate Field Engineering Specialist - Washington DC

Roche•Indianapolis, DC

3d•Onsite

About The Position

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 monitoring. Roche is a successful company that offers exciting career opportunities. We encourage and support your development in areas of your interest, preparing you for the next level in your career path. We know that our people are responsible for our success, and we deeply 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, demonstrate your expertise as a technical repair and installation specialist for assigned Roche product lines, and provide valued service to your laboratory customers within an assigned territory.

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

Ensuring and maximizing customer satisfaction with Roche equipment and related products.
Promoting effective, positive, and productive communication among teams.
Managing customer accounts to promote goodwill, confidence, and credibility, consistently exceeding customer expectations for product, service, and support quality.
Following standard practices and procedures to install, maintain, and repair Roche Diagnostics equipment.
Identifying and analyzing current problems, performing repairs where possible, and escalating to higher levels when necessary.
Scheduling and performing preventive maintenance per department policy.
Monitoring equipment performance to resolve routine issues, while referring complex problems to senior team members.
Identifying revenue-generating and cost-saving opportunities.
Implementing the Roche Diagnostics service agreement policy and seeking out opportunities to market service contracts to existing customers.
Providing routine technical support to existing customers, including conducting operator troubleshooting training when needed.
Completing and documenting all service and customer account-related reports, updates, and emails in a timely, professional manner that complies with all quality procedures.
Maintaining expenses within departmental guidelines and effectively controlling inventory and all company property.