Field Engineering Specialist - Austin, TX

The Position

Territory: West Texas

Location: Must live in the Austin, TX area.

Job Facts:

This is an exciting time to join the 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. Roche is a successful company that can offer exciting career opportunities. 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.

Why a Field Engineering Specialist with Roche:

• Amazing benefits and 401K Match
• Company car
• Great growth opportunities
• Ability to work independently and part of a high performing team

The Opportunity:

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.

The Field Engineering Specialist, in the Roche Support Network, position serves as a technical repair or installation specialist for Roche products for assigned product lines and geographies.

The Roche Field Engineering Specialist also:

• 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

• Refers complex problems and issues to higher level support and management

• Receives training and delivers service within the normal scope of the position

• Follows documented practices, policies, and procedures in providing repair and installation support

• Diagnoses mechanical, hardware, software, and system failure, using established procedures

• Determines the most cost-effective repair/resolution to minimize customer downtime

• Provides analysis, feedback, and recommendations on product failure trends and service ability issues

• Documents all activity in a manner compliant with the company’s quality procedures

• Is responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions

• Is responsible for ensuring and maximizing customer satisfaction with Roche equipment and related products

• Promotes effective, positive, and productive communication among team members to ensure and maximize the satisfaction of the customer base

• 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

• Maintains expenses within departmental guidelines and controls inventory and all company property

Who you are:

• 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 a 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

• Advanced knowledge of electronics, electro-mechanical systems, and information technology

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