Job Information
Roche Diagnostics Seattle, Inc. Field Engineering Specialist - Seattle, WA in Seattle, Washington
The Position Territory: Primary support for Seattle, WA including suburbs and surrounding areas. Location: Preference for the person selected for this role to reside in Seattle. Will give consideration to those living in the territory. Travel Requirements: This position has up to 60% travel requirements. This includes overnight travel through the week - some holidays and weekends may be required. 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: The Roche Support Network group is committed to providing industry-defining support to its customers. As a Field Engineering Specialist, you will have an opportunity to travel and demonstrate your expertise as a technical repair and/or installation specialist for Roche product lines. You will also provide valued service to your laboratory customers in an assigned territory. The Field Engineering Specialist serves as a technical repair, preventive maintenance, and installation specialist for assigned Roche product lines and geographies. You will provide valued service to your laboratory customers in an assigned territory. The Roche Field Engineering Specialist (FES): 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 Minimum Requirements: 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