Junior Field Service Engineer

at  Roche

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position
Roche is a company with a 125-year history and our ongoing success is based on our strong focus on delivering meaningful value for our customers and society, and we will need to evolve our offering and approach in order to do so. Health care is changing exponentially due to radical innovation in technology, increased openness to change, increasing patient empowerment, multiple sources of medical information, and pressure on public spending.

Strategy

• Performs specific customer support activities, working with other departments of the company to meet its objectives.
• Involvement in developing the customer support and service strategy.

Operational

• Provide technical support to customers on operational and maintenance aspects of system equipment.
• Perform 3rd level of support on-site service, repair and/or installation of company products - this include any aspect of field support and is not limited to mechanical/system hardware and software, networking/wireless networking.
• Serve as customer contact on expert technical and service related problems.
• Monitor customer equipment performance and is able to respond and resolve most complex issues.
• Diagnose mechanical, hardware, software and system failure.
• Determine 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 by interacting with Roche Customer Support Centre and timely register field activities in the CRM.