Associate Field Engineering Specialist - Greenville, SC

Associate Field Engineering Specialist

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 Opportunity: The Roche Support Network group is committed to providing industry-defining support to its customers. As an Associate 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.

Responsibilities:

• Ensure and maximize 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.

Qualifications:

• 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.
• Preferred: 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.

The expected salary range for this position based on the primary location of Greenville, SC is 54,100.00 - 100,500.00 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.

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 company's 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.