Associate Field Engineering Specialist - Atlanta, GA
About The Position
The Associate Field Engineering Specialist provides technical repair, installation, maintenance, and support for Roche-assigned product lines in an assigned territory. The role is field-based and serves laboratory customers, working to maximize customer satisfaction through effective service, communication, and account support. The position supports Atlanta, Georgia, and requires up to 25% travel; the ideal candidate lives in Atlanta. The specialist installs, maintains, and repairs Roche Diagnostics equipment following standard practices and procedures; performs scheduled preventative maintenance; monitors equipment performance; and resolves routine issues, escalating complex problems when necessary. The role also includes providing routine technical support and operator troubleshooting training, documenting service and account activity, managing company property and inventory, and identifying opportunities related to service contracts, revenue, and cost savings.
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, networking/wireless networking, or equivalent competency attained through appropriate training.
- Good written and verbal communication, organization, and prioritization skills.
- Effective customer service skills, including a positive attitude, helpful customer interactions, and maintaining 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
- Install, maintain, and repair Roche Diagnostics equipment according to standard practices and procedures.
- Identify and analyze equipment problems, perform repairs when possible, and escalate issues that cannot be resolved at this level.
- Schedule and perform preventative maintenance in accordance with department policy.
- Monitor customer equipment performance and respond to and resolve routine issues.
- Provide routine technical support to existing customers, including operator troubleshooting training when needed.
- Manage customer accounts in a way that builds goodwill, confidence, and credibility and exceeds expectations for product, service, and support quality.
- Promote effective, positive, and productive communication among teams to support customer satisfaction.
- Identify revenue-generating and cost-saving opportunities, implement the service agreement policy, and seek opportunities to market service contracts to existing customers.
- Complete and document service and customer account reports, updates, and emails promptly and professionally in compliance with 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.
- Benefits are available as detailed at the link referenced in the job posting; specific benefits are not listed.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
