Field Engineering Specialist - Inland Empire, CA

Roche • CA

75d • $68,900 - $127,900

About The Position

Roche Support Network is dedicated to providing exceptional support to customers. As a Field Engineering Specialist, you will provide expert technical repair and installation services for Roche's product lines to laboratory clients within an assigned territory. You will deliver routine technical support, including on-site service for mechanical/system hardware, software, and networking issues. You will serve as the primary contact for customers to address technical issues, perform preventative maintenance, monitor performance, resolve issues, and escalate complex problems when necessary. Additionally, you will complete required trainings, adhere to established procedures, and perform diagnostics to identify failures and determine cost-effective repair solutions. Documenting all service activities, maintaining compliance with the quality system, and providing feedback on failure trends to improve product reliability will also be part of your responsibilities. You will maximize customer satisfaction through effective communication, relationship management, and identification of opportunities for cost savings or revenue generation. Furthermore, you will manage customer accounts, monitor expenses, and maintain inventory to ensure efficient service delivery and operational effectiveness.

Requirements

• High school diploma and 2 years technical school/military training/equivalent experience OR 5 years progressive repair/servicing experience (mechanical/system hardware, software, networking).
• Alternatively, a Bachelor's degree in a relevant field with 1-2 years of progressive experience.
• Successful completion of required training/certification.
• Ability to travel, including some overnight travel, is required.

Nice To Haves

• 8+ years progressive experience OR Bachelor's degree (related field) plus 4+ years progressive experience are required.
• Advanced knowledge of electronics, electromechanical systems, IT, and basic chemistry.
• Ability to serve as a technical resource for junior staff.
• Availability for after-hours, weekend/holiday rotation, and 24/7 on-call during rotation.
• Excellent communication, organizational, and customer service skills.
• Ability to train/mentor.

Responsibilities

• Provide expert technical repair and installation services for Roche's product lines to laboratory clients within an assigned territory.
• Deliver routine technical support, including on-site service for mechanical/system hardware, software, and networking issues.
• Serve as the primary contact for customers to address technical issues, perform preventative maintenance, monitor performance, resolve issues, and escalate complex problems when necessary.
• Complete required trainings, adhere to established procedures, and perform diagnostics to identify failures and determine cost-effective repair solutions.
• Document all service activities, maintain compliance with the quality system, and provide feedback on failure trends to improve product reliability.
• Maximize customer satisfaction through effective communication, relationship management, and identification of opportunities for cost savings or revenue generation.
• Manage customer accounts, monitor expenses, and maintain inventory to ensure efficient service delivery and operational effectiveness.

Benefits

• Eligible to earn incentive compensation that is calculated and paid in accordance with the applicable Incentive Compensation Plan for the role.

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees