Associate Field Engineering Specialist - South Atlanta, GA

Roche•Indianapolis, IN

2d•$55,900 - $103,700•Hybrid

About The Position

At Roche, we foster a culture where individuality is embraced, and personal expression, open dialogue, and genuine connections are encouraged. We value, accept, and respect everyone for who they are, enabling them to thrive personally and professionally. Our mission is to prevent, stop, and cure diseases and ensure universal access to healthcare for present and future generations. Join Roche, where every voice matters. This is an exciting time to join the Roche Support Network. If you are passionate about problem-solving, this is the position for you! As a research-focused healthcare company, Roche discovers, develops, and provides innovative diagnostic and therapeutic products and services that offer significant benefits to patients and healthcare professionals. These benefits range from early detection and prevention of diseases to diagnostics, treatment, and treatment monitoring. Roche is a successful company offering exciting career opportunities. We encourage and support your development in areas of interest to prepare you for the next career level. We recognize that our employees are the key to our success and value them greatly. Our commitment is to cultivate a work environment where feeling valued, respected, and empowered is a daily experience.

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

Travel and demonstrate expertise as a technical repair and/or installation specialist for assigned Roche 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 customer satisfaction.
Manage customer accounts to foster goodwill, confidence, and credibility, exceeding customer expectations in product, service, and support quality.
Install, maintain, and repair Roche Diagnostics’ equipment following standard practices and procedures.
Identify and analyze current problems, performing repairs where possible or escalating to higher levels when necessary.
Schedule and perform preventative maintenance per department policy.
Monitor customer equipment performance and respond to and resolve most routine issues, referring complex problems to higher levels.
Identify revenue-generating and cost-saving opportunities.
Implement the Roche Diagnostics service agreement policy and seek opportunities to market service contracts to existing customers.
Provide routine technical support to existing customers, including operator troubleshooting training.
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.