Field Engineering Specialist - Minneapolis, MN

Roche•Minneapolis, MN

3d•Onsite

About The Position

At Roche, we foster a culture where you can be yourself and are embraced for your unique qualities. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted, and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop, and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters. This is an exciting time to join Roche Support Network. If you are passionate about problem-solving, then this is the position for you! As a research-focused healthcare company, Roche discovers, develops, and provides innovative diagnostics and therapeutic products and services that deliver significant benefits to patients and healthcare professionals – from early detection and prevention of diseases to diagnostics, treatment, and treatment monitoring. We encourage and support your development in areas of your interest, which will prepare you for the next level in your career path. We know that people are responsible for our success, and we value our employees. Our commitment is to create a work environment where feeling valued, respected, and empowered is a daily experience. The Roche Support Network group is committed to providing industry-defining support to its customers. As a Field Engineering Specialist, you will have the opportunity to travel and demonstrate your expertise as a technical repair and/or installation specialist for Roche assigned product lines, and provide valued service to your laboratory customers in an assigned territory.

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.
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.

Responsibilities

Provides routine technical support to customers on operational and maintenance aspects of system equipment.
Performs on-site service, repair and/or installation of company products - This may include any aspect of field support and is not limited to mechanical/system hardware and software, networking/wireless networking.
Serves as customer contact on routine technical and service related problems.
Schedules and performs preventative maintenance per department policy.
Monitors customer equipment performance and is able to respond and resolve most routine issues.
Diagnoses mechanical, hardware, software and system failure, using established procedures.
Determines most cost effective repair/resolution to minimize customer downtime.
Provides analysis, feedback and recommendations on product failure trends and service ability issues.
Is responsible for ensuring and maximizing customer satisfaction with Roche equipment and related products.
Manages customer accounts at a level that promotes goodwill, confidence, and credibility in order to exceed customer expectations in terms of product, service, and support quality.
Identifies revenue generating and cost saving opportunities, implements the Roche Diagnostics service agreement policy, and seeks out opportunities to market service contracts to existing customers.
Effective customer service skills, which includes a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships.