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The Position
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We are united in our commitment to providing exceptional care and celebrating authenticity while embracing and celebrating our differences. Although we are all unique individuals, our curiosity and passion for delivering the highest quality care unites us. Come join us at Roche, where our mission is fueled by inclusion. Your journey begins now!
We are building a team of Mass Spectrometry Service Experts - technicians and scientists - who will be responsible for the customer support of our new Mass Spectrometry analyzer. This international team will do the cross-country support remotely and on-site in Europe and Middle East. Do you feel the passion, and would you like to be part of this new exciting journey?

QUALIFICATIONS:

• You hold a Master/Bachelor Engineer or Technical High school degree (e.g. medical technology, electrical engineering, mechatronics, chemical engineering) or comparable technician training above average. In addition, you have a strong IT understanding (e.g. regarding networks, servers, firewalls, interfaces).
• You have a substantial level of experience as a field service engineer in the medical-technical environment in the laboratory diagnostics industry, a broad knowledge of laboratory diagnostic technologies, methods, indications and IT-interfaces in application and setup. Additionally you bring several years of experience in quantitative mass spectrometry.
• You have an excellent working approach with a strong customer focus.
• You are proficient in building productive customer relationships within a complex matrix environment.
• You have excellent interpersonal skills, reliability, and ability to communicate effectively at all levels. You have a strong analytical approach, target-oriented, meticulous, and organised.
• You have proficient/advanced problem-solving skills and ability to work under pressure.
• Fluency in both English and a Nordic Language (ideally Danish or Swedish) is mandatory.
• Driver’s licence B required.
• Flexible approach to work, so you are ready to take on emergency service visits even on weekends and public holidays.

PURPOSE:

We are currently seeking a highly skilled and experienced Field Service - Support Engineer Expert (d/f/m) with mass spectrometry experience and liquid chromatography knowledge to join our team. You will provide cross-border technical support to our customers in hospitals and commercial laboratories in Europe and the Middle East. Your role will involve implementation, preventative maintenance, repairs and further service activities.

RESPONSIBILITIES:

• You will coordinate the technical installation of instruments, including site preparation, system testing, application of reagents, customer training, routine support, and handover.
• You will contribute to complex, cross country, cross-functional and global teams, taking a leading role when required and navigating complex situations by applying a diverse skill set.
• You are responsible for several Roche instruments, training, maintenance and repair, ensuring adherence to general guidelines for target agreements and economic efficiency.
• You will handle customer and employee inquiries, resolving errors, complaints, and complex problems independently. You utilise digital service tools to effectively solve problems.
• You will ensure adherence to internal processes, and training/support concepts, while proactively introducing new ideas for optimization and engaging in knowledge transfer across stakeholders to ensure timely and high-quality information management.
• Finally, you propose and implement activities aligned with customer satisfaction surveys and ongoing customer and business area feedback.