Field Engineering Specialist -Minneapolis, MN

Roche•Indianapolis, IN

2d•Onsite

About The Position

At Roche, we are driven by a mission to create a healthier future by advancing science and ensuring access to healthcare. Our culture values personal expression, open dialogue, and genuine connections, where every individual is valued, accepted, and respected. This is a research-focused healthcare company that discovers, develops, and provides innovative diagnostics and therapeutic products and services. We offer exciting career opportunities and support employee development to prepare for future career paths. The Roche Support Network group is committed to providing industry-defining support to its customers. As a Field Engineering Specialist, you will travel and provide technical repair and/or installation services for Roche assigned product lines, ensuring customer satisfaction with Roche equipment and related products. You will manage customer accounts to build goodwill, confidence, and credibility, exceeding customer expectations. This role involves following standard practices to install, maintain, and repair Roche Diagnostics’ equipment, identifying and resolving problems, and performing preventative maintenance. You will monitor equipment performance, respond to routine issues, and refer complex problems to higher levels. Additionally, you will identify revenue-generating and cost-saving opportunities, implement service agreement policies, and market service contracts. You will provide routine technical support and operator troubleshooting training. This field-based role requires daily travel and up to 10% overnight travel. Our ideal candidate resides in Minneapolis, Minnesota. Relocation benefits are not available.

Requirements

High school diploma and 2 years of technical school or equivalent military training or work experience.
5 years of progressive experience in repairing or servicing mechanical/system hardware and software, or networking/wireless networking.
Alternatively, a Bachelor's degree in a relevant field with 1-2 years of progressive experience.
Successful completion of training or certification as defined by RD Services Leadership and policy.
Ability to travel, including overnight travel.

Nice To Haves

Basic knowledge of electronics, electro-mechanical systems and information technology.
Knowledge of basic chemistry.
Ability to work after hours, provide weekend and holiday support on a rotated basis within an assigned territory and/or geographic region and be on call 24/7 during rotation.
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

Demonstrate expertise as a technical repair and/or installation specialist for Roche assigned product lines.
Provide valued service to laboratory customers in an assigned territory.
Ensure and maximize customer satisfaction with Roche equipment and related products.
Promote effective, positive, and productive communication among teams.
Manage customer accounts to promote goodwill, confidence, and credibility.
Install, maintain, and repair Roche Diagnostics’ equipment following standard practices and procedures.
Identify and analyze current problems and repair where possible or escalate to higher levels when repairs are not possible.
Schedule and perform preventative maintenance per department policy.
Monitor customer equipment performance and respond to and resolve most routine issues.
Refer complex problems and issues to higher levels.
Identify revenue-generating and cost-saving opportunities.
Implement 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 document 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 control inventory and all company property.