Field Engineering Specialist - San Diego, CA

The Position

Territory: This is a remote, field based position. In this role you will provide primary support for San Diego, CA.

Location: Preference for the person selected for this role to reside in San Diego, CA, or within 50 miles of San Diego.

Travel Requirements: We are currently focused on hiring Field Engineering Specialists to initially support and cover our equipment installation projects nationally. Once the implementation phase is complete, this individual will transition into a local team to primarily support our large reference laboratory customers. We estimate the national installation projects to be approximately 12 months. National installation travel expectation is up to 95-100% and this includes overnight travel Monday-Friday.

Job Facts:

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. 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.

The Opportunity:

As a Field Engineering Specialist (FES) based in the greater San Diego, CA area, you will demonstrate your expertise as a technical repair and installation specialist for Roche products at several customers located in the territory. 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.

Key Responsibilities:

• Manage 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

• Serve as customer contact and perform on-site technical routine service, repair and/or installation, and maintenance of Roche system equipment, primarily focused on:

• Mechanical/system hardware and software

• Networking/wireless networking

• Preventative maintenance

• Monitor customer equipment performance and respond/resolve most routine issues

• Determine most cost effective repair/resolution to minimize customer downtime

• Refer complex problems/issues to higher levels

• Follow documented practices, policies, and procedures in providing repair and installation support, including diagnoses of mechanical, hardware, software and system failure

• Analyze product failure trends and serviceability issues; provide feedback and solution recommendations

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

• 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

• Maintain expenses within departmental guidelines; control inventory and all company property

Who You Are:

You are an early to mid career technical professional who likes to troubleshoot, work with their hands, and is mechanically inclined. You are approachable, skilled in communicating with customers, and translating technical language. You seek and are comfortable with autonomy and have a continuous improvement mindset.

Minimum Qualifications:

• 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 related field plus 1-2 years of progressive experience repairing or servicing complex mechanical/system hardware and software, or networking/wireless networking

• Successfully training