Associate Field Engineering Specialist - Charlotte, NC

Roche•Indianapolis, IN

17h•Onsite

About The Position

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. You will be responsible for ensuring and maximizing customer satisfaction with Roche equipment and related products. This role promotes effective, positive, and productive communication among teams to ensure and maximize the satisfaction of customer base. You will manage 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. This is a field-based role.

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

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.