Associate Field Engineering Specialist - Queens, NY

Roche • Indianapolis, IN

1d • $58,700 - $108,900 • Onsite

About The Position

The Associate Field Engineering Specialist provides technical repair, installation, and support services for assigned Roche product lines at laboratory customer sites in an assigned territory. The role focuses on maximizing customer satisfaction, maintaining positive customer relationships, and communicating effectively with internal teams and customers.

The specialist installs, maintains, and repairs Roche Diagnostics equipment using standard practices and procedures; monitors equipment performance; performs preventative maintenance; and responds to routine technical issues. Problems that cannot be resolved at this level are referred to higher-level specialists. The position also provides routine technical support and operator troubleshooting training, identifies opportunities to promote service contracts and save costs, and completes service documentation in a timely manner while following quality procedures. The role includes expense management and control of inventory and company property.

This is a field-based position supporting New York City, Long Island, and Northern New Jersey, with up to 50% travel. The ideal candidate lives in Queens, New York. Relocation benefits are not available.

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.
• Ability to travel up to 50% in a field-based role supporting NYC, Long Island, and Northern New Jersey.
• Good written and verbal communication, organization, and prioritization skills.
• Effective customer service skills, including a positive attitude, helpful customer interaction, 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, electro-mechanical 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, resolve routine issues where possible, and escalate complex or unresolved issues to higher levels.
• Schedule and perform preventative maintenance in accordance with department policy.
• Monitor customer equipment performance and respond to routine service issues.
• Promote customer satisfaction and maintain customer accounts in a way that builds goodwill, confidence, and credibility.
• Promote effective, positive, and productive communication among teams and customers.
• Identify revenue-generating and cost-saving opportunities and implement the Roche Diagnostics service agreement policy.
• Seek opportunities to market service contracts to existing customers.
• Provide routine technical support and operator troubleshooting training to customers when needed.
• Complete and document service and customer account reports, updates, and emails promptly and professionally, while complying with quality procedures.
• Keep 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, detailed at a link in the job posting; specific benefits are not listed.

What This Job Offers

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