Field ServiceMaintenance Support Technician- Burlington, North Carolina

At Roche you can show up as yourself embraced for the unique qualities you bring. Our culture encourages personal expression open dialogue and genuine connections where you are valued accepted and respected for who you are allowing you to thrive both personally and professionally. This is how we aim to prevent stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche where every voice matters.

The Position

This is an exciting time to join Roche Support Network. If you are passionate for 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:

• Field Engineering Specialist- field position
• This is for a dedicated engineer at Labcorp Burlington in Burlington North Carolina

The Roche Support Network group is committed to providing industry-defining support to its customers. As a Field Engineering Specialist you will have the opportunity to travel and demonstrate your expertise as a technical repair and/or installation specialist for Roche-assigned product lines and provide valued service to your laboratory customers in an assigned territory.

The Field Engineering Specialist in the Roche Support Network position serves as a technical repair or installation specialist for Roche products for assigned product lines and geographies.

The Roche Field Engineering Specialist also:

• Provides routine technical support to customers on operational and maintenance aspects of system equipment

• Performs on-site service repair and/or installation of company products - This may include any aspect of field support and is not limited to mechanical/system hardware and software networking/wireless networking

• Serves as customer contact on routine technical and service-related problems

• Schedules and performs preventative maintenance per department policy

• Monitors customer equipment performance and is able to respond and resolve most routine issues

• Refers complex problems and issues to higher levels

• Receives training and delivers service within the normal scope of the position

• Follows documented practices policies and procedures in providing repair and installation support

• Diagnoses mechanical hardware software and system failure using established procedures

• Determines most cost effective repair/resolution to minimize customer downtime

• Provides analysis feedback and recommendations on product failure trends and service ability issues

• Documents all activity in a manner compliant with companys quality procedures

• Is responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions

• Is responsible for ensuring and maximizing customer satisfaction with Roche equipment and related products

• Promotes effective positive and productive communication among team to ensure and maximize 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

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

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

Who you are:

• 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 Bachelors 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

• Successfully training or certification as defined by RD Services Leadership and policy

• Advanced knowledge of electronics electro-mechanical systems and information technology

• Ability to serve as an internal technical resource for lower level staff

• Knowledge of basic chemistry

• Ability to work after hours provide weekend and holiday support on a rotated basis within an assigned territory and/or geographic region and be on call 24/7 during rotation

• Good written/verbal communication organization and prioritization skill

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

• Ability to travel including some overnight travel is required

Relocation benefits are not available for this position.

The expected salary range for this position based on the primary location in Indianapolis is $71000 - $ 132000. 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

Who we are

A healthier future drives us to innovate. Together more than 100000 employees across the globe are dedicated to advance science ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities foster creativity and keep our ambitions high so we can deliver life-changing healthcare solutions that make a global impact.

Lets build a healthier future together.

Roche is an equal opportunity employer. It is our policy and practice to employ promote and otherwise treat any and all employees and applicants on the basis of merit qualifications and competence. The companys policy prohibits unlawful discrimination including but not limited to discrimination on the basis of Protected Veteran status individuals with disabilities status and consistent with all federal state or local laws.

If you have a disability and need an accommodation in relation to the online application process please contact us by completing this form Accommodations for Applicants.