Associate Field Engineering Specialist - Queens, NY

Roche•Indianapolis, IN

2d•$58,700 - $108,900•Onsite

About The Position

Roche’s Support Network is seeking an Associate Field Engineering Specialist to provide technical repair, installation, and customer support for assigned Roche product lines. This field-based role serves laboratory customers in an assigned territory and is responsible for maintaining and maximizing customer satisfaction with Roche equipment and related products. The position supports NYC, Long Island, and Northern New Jersey; the ideal candidate lives in Queens, NY. The role requires up to 50% travel. The specialist installs, maintains, repairs, and monitors Roche Diagnostics equipment, performs preventive maintenance, addresses routine technical issues, and escalates complex problems when needed. The role also includes customer troubleshooting support and training, managing customer relationships, documenting service activity, and identifying opportunities related to service agreements, revenue, and cost savings. Relocation benefits are not available. The expected annual salary range for the New York primary location is $58,700–$108,900. A discretionary annual bonus may be available based on individual and company performance.

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 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, 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, make repairs where possible, and escalate issues that cannot be resolved at this level.
Schedule and perform preventive maintenance in accordance with department policy.
Monitor customer equipment performance and respond to and resolve routine issues.
Refer complex problems and issues to higher-level specialists.
Provide routine technical support to customers, including operator troubleshooting training when needed.
Manage customer accounts and relationships to promote goodwill, confidence, and credibility and exceed 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 Roche Diagnostics service agreement policy, and seek opportunities to market service contracts to existing customers.
Complete and document service and customer-account reports, updates, and emails accurately and promptly in compliance with quality procedures.
Keep expenses within departmental guidelines and control inventory and company property.