Associate Field Engineering Specialist - Charlotte, NC

Roche•Indianapolis, IN

8d•Onsite

About The Position

This is an exciting opportunity to join the Roche Support Network as an Associate Field Engineering Specialist. In this role, you will travel within an assigned territory (Charlotte, NC) to provide technical repair and/or installation services for Roche diagnostic equipment and related products. You will be responsible for ensuring customer satisfaction, managing customer accounts to build goodwill and credibility, and performing preventative maintenance. You will also identify and analyze problems, troubleshoot routine issues, and escalate complex problems when necessary. Additionally, you will identify revenue-generating opportunities, market service contracts, provide technical support and training to customers, and maintain accurate documentation and expense reports. This is a field-based role requiring approximately 30%-40% travel.

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

Demonstrate expertise as a technical repair and/or installation specialist for Roche assigned product lines.
Provide valued service to laboratory customers in an assigned territory.
Ensure and maximize customer satisfaction with Roche equipment and related products.
Promote effective, positive, and productive communication among teams to ensure and maximize the satisfaction of the customer base.
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.
Follow standard practices and procedures to install, maintain and repair Roche Diagnostics’ equipment.
Identify and analyze current problems and repair where possible or escalate to higher levels when repairs are not possible.
Schedule and perform preventative maintenance per department policy.
Monitor customer equipment performance and respond to and resolve most routine issues.
Refer complex problems and issues to higher levels.
Identify revenue-generating and cost-saving opportunities.
Implement the Roche Diagnostics service agreement policy and seek out opportunities to market service contracts to existing customers.
Provide routine technical support to existing customers, including operator troubleshooting training when needed.
Complete and document all service and customer account-related reports, updates, and emails in a timely and professional manner, compliant with all quality procedures.
Maintain expenses within departmental guidelines and control inventory and all company property.