Field Engineering Specialist - Houston

Roche•Indianapolis, IN

3d•$71,700 - $132,000•Onsite

About The Position

Roche is seeking a Field Engineering Specialist for its Sequencing and Life Sciences division, covering the Houston, Texas area. This field-based role installs, maintains, and repairs Roche Diagnostics equipment using advanced technical knowledge and industry practices. The specialist diagnoses complex issues, performs repairs when possible, escalates issues when needed, monitors equipment performance, and provides regional second-level troubleshooting support to colleagues. The specialist trains and mentors team members, including providing individualized on-site training and skill assessments alongside other field service specialists. The role also supports product launches as a lead, works with Sales on instrument placements and installations, and manages customer relationships to promote confidence, goodwill, and satisfaction. The position requires completing service documentation and following company quality procedures and guidelines. Travel is expected up to 70%, including some overnight travel; some national travel may also be required. The ideal candidate resides in the Houston area.

Requirements

High school diploma and two years of technical school, equivalent military training, or equivalent work experience.
Either five years of progressive experience repairing or servicing mechanical/system hardware and software, networking, or wireless networking; or a bachelor's degree in Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Chemistry, or a related field plus 1–2 years of progressive experience in those areas.
Successful training or certification as defined by RD Services Leadership and policy.
Ability to travel, including some overnight travel.

Nice To Haves

Six or more years of progressive experience, or a bachelor's degree in Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Chemistry, or a related field plus two or more years of progressive experience.
Knowledge of electronics, electro-mechanical systems, information technology, and networking.
Good written and verbal communication, organization, and prioritization skills.
Highly effective customer service skills, including a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships.
Knowledge of basic chemistry.
Experience with IT/networking.

Responsibilities

Install, maintain, and repair Roche Diagnostics equipment.
Identify and analyze complex equipment problems, make repairs where possible, and escalate issues when repairs are not possible.
Monitor customer equipment performance.
Provide regional second-level support, including phone-based troubleshooting guidance to team members.
Provide technical and customer service training and mentoring.
Travel with Field Service Support Specialists to provide individualized on-site training and skill assessments.
Recommend improvements in instrument knowledge, troubleshooting, customer relationship skills, and priority management.
Maintain advanced knowledge of specific products, platforms, and functions and serve as a lead when new products launch.
Work with the Sales organization on instrument placements and ensure successful installations and satisfied customers.
Maximize customer satisfaction with Roche equipment and related products.
Establish and manage customer expectations regarding service provision.
Manage customer accounts to promote goodwill, confidence, and credibility and exceed expectations for product, service, and support quality.
Promote effective, positive, and productive communication among the team.
Complete and document service activities and comply with company quality procedures and guidelines.