Associate Field Engineering Specialist - Worcester/Framingham, MA

Roche•Boston, MA

1d•Onsite

About The Position

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters. The Position The Opportunity The Roche Support Network group is committed to providing industry-defining support to its customers. As an Associate Field Engineering Specialist, you will have the opportunity to travel and demonstrate your expertise as a technical repair and/or installation specialist for Roche assigned product lines, and provide valued service to your laboratory customers in an assigned territory. Are responsible for ensuring and maximizing customer satisfaction with Roche equipment and related products. Promotes effective, positive, and productive communication among teams to ensure and maximize the satisfaction of customer base. Manages 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. Follows standard practices and procedures to install, maintain and repair Roche Diagnostics’ equipment. Identifies and analyzes current problems and repairs where possible or escalates to higher levels when repairs are not possible. Schedules and performs preventative maintenance per department policy. Monitors customer equipment performance and is able to respond to and resolve most routine issues. Refers complex problems and issues to higher levels. Identifies revenue-generating and cost-saving opportunities implements the Roche Diagnostics service agreement policy and seek out opportunities to market service contracts to existing customers. Provides routine technical support to existing customers, including operator troubleshooting training when needed. Completes and documents all service and customer account-related reports, updates, and emails in a timely and professional manner, compliant with all quality procedures. Maintains expenses within departmental guidelines and controls inventory and all company property This is a field-based role that requires daily travel and up to 45% overnight travel during the initial training period (20% overnight travel after training is complete). Our ideal candidate would reside between Worcester and Framingham, Massachusetts.

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

Technical repair and/or installation specialist for Roche assigned product lines
Ensure and maximize customer satisfaction with Roche equipment and related products
Promote effective, positive, and productive communication among teams
Manage customer accounts
Install, maintain and repair Roche Diagnostics’ equipment
Identify and analyze current problems and repairs where possible or escalates to higher levels when repairs are not possible
Schedule and perform preventative maintenance per department policy
Monitor customer equipment performance and is able to respond to and resolve most routine issues. Refers complex problems and issues to higher levels
Identify revenue-generating and cost-saving opportunities implements 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 documents 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 controls inventory and all company property