The Opportunity

• Are responsible for ensuring and maximizing customer satisfaction with Roche equipment and related products. Promotes effective positive and productive communication among teams to ensure and maximize the satisfaction of customer base. Manages 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.

• Follows standard practices and procedures to install maintain and repair Roche Diagnostics equipment. Identifies and analyzes current problems and repairs where possible or escalates to higher levels when repairs are not possible. Schedules and performs preventative maintenance per department policy. Monitors customer equipment performance and is able to respond to and resolve most routine issues. Refers complex problems and issues to higher levels.

• Identifies revenue-generating and cost-saving opportunities implements the Roche Diagnostics service agreement policy and seek out opportunities to market service contracts to existing customers.

• Provides routine technical support to existing customers including operator troubleshooting training when needed.

• Completes and documents all service and customer account-related reports updates and emails in a timely and professional manner compliant with all quality procedures.

• Maintains expenses within departmental guidelines and controls inventory and all company property

This is a field-based role that requires daily travel and up to 25% overnight travel. Our ideal candidate would reside in Connecticut.

Who you are

• High school diploma and 2 years of technical school or equivalent military training or equivalent work experience

• 2 years of experience repairing or servicing mechanical/system hardware and software or networking/wireless networking or equivalent level of competency attained through appropriate training curriculum OR a Bachelors degree in Biomedical Engineering Mechanical Engineering Electrical Engineering Chemistry or related field.

Preferred Requirements

• You hold 4 year Engineering Degree in Biomedical Mechanical Electrical or related.

• Basic knowledge of electronics electro-mechanical systems and information technology.

• Knowledge of basic chemistry.

• Ability to develop in-depth technically related troubleshooting skills.

• Good written/verbal communication organization and prioritization skills.

• Effective customer service skills which includes a positive attitude helpful customer interaction and maintenance of ongoing customer relationships.

Relocation benefits are not available for this position.

The expected salary range for this position based on the primary location of Springfield MA is 56800.00 - 105600.00 USD Annual. Actual pay will be determined based on experience qualifications geographic location and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

Benefits