Field Engineering Specialist - Houston

Roche • Indianapolis, IN

4d • $71,700 - $132,000 • Onsite

About The Position

Roche is seeking a Field Engineering Specialist to cover Houston, Texas, in its Sequencing and Life Sciences division. This field-based role installs, maintains, and repairs Roche Diagnostics equipment, monitors equipment performance, and resolves complex technical problems or escalates them when necessary. The specialist provides regional second-level technical support, trains and mentors other field service specialists, and develops expert knowledge of products and platforms, including newly launched products. The role also supports instrument placements and installations in coordination with the sales organization, manages customer expectations and relationships, and works to maximize customer satisfaction. Service activities must be documented and performed in accordance with company quality procedures and guidelines.

The role requires travel of up to 70%, including some overnight travel; some national travel may also be required. The ideal candidate resides in the Houston area. A company car is provided. Relocation benefits are not provided.

Requirements

• High school diploma and two years of technical school, equivalent military training, or equivalent work experience.
• Five years of progressive experience repairing or servicing complex mechanical/system hardware and software, or networking/wireless networking; alternatively, a bachelor's degree in Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Chemistry, or a related field plus one to two years of progressive relevant experience.
• Successfully complete 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, electromechanical systems, information technology, and networking.
• Good written and verbal communication, organization, and prioritization skills.
• Effective customer service skills, including a positive attitude, helpful customer interactions, and ongoing customer relationship management.
• Knowledge of basic chemistry.
• Experience with IT/networking.

Responsibilities

• Install, maintain, and repair Roche Diagnostics equipment using advanced technical knowledge and accepted industry practices.
• Identify and analyze complex problems, repair equipment where possible, and escalate issues to higher-level support when necessary.
• Monitor customer equipment performance.
• Provide second-level regional support, including phone troubleshooting guidance to team members.
• Train and mentor technical and customer service staff, including on-site training and skills assessments.
• Recommend improvement areas such as instrument knowledge, troubleshooting, customer relationships, and priority management.
• Maintain advanced knowledge of assigned products, platforms, and functions, and serve as a lead when new products launch.
• Work with the sales organization on instrument placements and successful installations.
• Maximize customer satisfaction with Roche equipment and related products.
• Manage customer expectations and accounts to promote goodwill, confidence, and credibility and to exceed expectations for product, service, and support quality.
• Promote effective, positive communication within the team.
• Complete and document service activities in compliance with company quality procedures and guidelines.

Benefits

• Company car
• A discretionary annual bonus may be available based on individual and company performance.
• The position qualifies for company benefits detailed through a referenced link.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED