Job Description

Field Service Engineer

Function Objective

To provide Technical Services support through the performance of on-site installation, troubleshooting, service, and repair to all installed instrument for local Roche Diagnostics customers (country or cluster) in accordance to the guidelines set by the Customer Support Department & Roche Global System Support. Serves as company liason with customer on administrative and technical matters for assigned projects.

Responsibilities

Installation services to all of Roche platform. Participation on local and regional Project Implementation of Roche Instrument, providing Technical Support and local assistance. Preventive maintenance completion according to established maintenance schedules for the all Roche installed platforms. Customer`s complaints or requests attention regarding Technical Service issues. Seek 2nd level support for unresolved problems/cases by dispatching cases to the next level support according the escalation processes. Mandatory modification completion. CRM/Rexis documentation on time of all cases under his/her responsibility. Maintain the physical install base under control (installed and de-installed instruments) Good practices for spare part handling within the expected indicators including Returnable spare parts for repair. Timely completion of his/her administrative tasks (e-learnings, expenses report, instrument placement, reporting). Active participation in Technical Services training. Active participation in the affiliate's scope initiatives to ensure the achievement of the results set out in each of the topics addressed in them. Responsible for its contribution in the different agile structures, always putting the customer at the center of the decisions.

 

Requirements

 

University degree in Technical or Biomedical Engineering, Electronics, Electro Mechanics Title, or equivalent competence developed to experience. Good verbal and written communication skills in both Spanish and English. Solid knowledge and skills, using windows, offices programs or different software programs. Basic IT skills. Availability to travel regularly (locally or overseas). Availability to work in extended work journeys according to business needs

 

Competences

 

To be able to work with multidisciplinary team of coworkers. High performance under pressure and moderate supervision. Organized, proactive, dynamic, with personal initiatives. Open communication with different levels of the organization and external customers. Problem solving capabilities. Sense of Urgency & Oriented to customer satisfaction Process oriented Demonstrate integrity, courage and passion in every activity performed. Aligned with Business strategies according to Sales and Business Manager or Business coordinator.