Field Engineering Specialist

Roche•Indianapolis, IN

6d•Onsite

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 both personally and professionally. Our mission is to prevent, stop, and cure diseases and ensure universal access to healthcare for current and future generations. Join Roche, where every voice matters. The Field Engineering Specialist role within the Roche Support Network offers an exciting opportunity for individuals passionate about problem-solving. As a research-focused healthcare company, Roche is dedicated to discovering, developing, and providing innovative diagnostics and therapeutic products. With a strong commitment to employee development and a work environment that champions respect and empowerment, Roche presents significant career prospects for those aiming to make a substantial impact on patient care. The Roche Support Network group is committed to delivering industry-leading support to its customers. As a Field Engineering Specialist, you will travel and apply your expertise as a technical repair and/or installation specialist for designated Roche product lines, providing valuable service to laboratory customers within an assigned territory. This role involves serving as a technical repair or installation specialist for Roche products within specific product lines and geographies. You will provide routine technical support to customers regarding the operational and maintenance aspects of system equipment. This includes performing on-site service, repair, and/or installation of company products, which may encompass any facet of field support, including mechanical/system hardware and software, and networking/wireless networking. You will act as the primary customer contact for routine technical and service-related issues, receiving training and delivering service within the scope of your position. Adherence to documented practices, policies, and procedures is essential for providing repair and installation support. Responsibilities include diagnosing mechanical, hardware, software, and system failures using established procedures, determining the most cost-effective repair/resolution to minimize customer downtime, and providing analysis, feedback, and recommendations on product failure trends and serviceability issues. All activities must be documented in compliance with the company's quality procedures. This position requires specialized knowledge of a particular area, system, or equipment, along with specific training and certification. Advanced skills are applied to the position or specialization, and procedures, processes, tools, equipment, and techniques may be adapted to meet more complex requirements. Duties are generally routine but may include non-routine tasks. Most questions and problems are resolved independently, with only the most complex issues referred to higher levels. You will be responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions. This is a field-based role covering Central and Northern Wisconsin, with the ideal candidate residing in the Appleton/Green Bay area.

Requirements

High school diploma and 2 years of technical school or equivalent military training or equivalent work experience
5 years of progressive experience repairing or servicing mechanical/system hardware and software, or networking/wireless networking OR a Bachelor’s degree in Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Chemistry or related field plus 1-2 years of progressive experience repairing or servicing complex mechanical/system hardware and software, or networking/wireless networking
Successfully training or certification as defined by RD Services Leadership and policy
Ability to travel, including some overnight travel, is required

Nice To Haves

8+ years of progressive experience or a Bachelor's degree in a relevant field plus 4+ years of progressive experience
Advanced knowledge of electronics, electro-mechanical systems, information technology, and basic chemistry.
Ability to serve as an internal technical resource.
Ability to provide support after hours and on weekends/holidays.
Ability to maintain strong customer relationships.

Responsibilities

Serve as a technical repair or installation specialist for Roche products for assigned product lines and geographies.
Provide routine technical support to customers on operational and maintenance aspects of system equipment.
Perform on-site service, repair, and/or installation of company product(s), including mechanical/system hardware and software, and networking/wireless networking.
Serve as customer contact on routine technical and service-related problems.
Receive training and deliver service within the normal scope of the position.
Follow documented practices, policies, and procedures in providing repair and installation support.
Diagnose mechanical, hardware, software, and system failure using established procedures.
Determine the most cost-effective repair/resolution to minimize customer downtime.
Provide analysis, feedback, and recommendations on product failure trends and serviceability issues.
Document all activity in a manner compliant with the company's quality procedures.
Apply advanced skills to the position or specialization, adapting procedures, processes, tools, equipment, and techniques as needed for complex requirements.
Resolve most questions and problems, referring only the most complex issues to higher levels.
Maintain and continuously improve the quality system and achieve quality objectives through daily actions.