Associate Field Engineering Specialist - Chattanooga, TN

About the role

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.
• Promote effective, positive, and productive communication among teams to ensure and maximize the satisfaction of customer base.
• 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.
• Follow standard practices and procedures to install, maintain and repair Roche Diagnostics’ equipment.
• Identify and analyze current problems and repairs where possible or escalate to higher levels when repairs are not possible.
• Schedule and perform preventative maintenance per department policy.
• Maintain customer equipment performance and be able to respond to and resolve most routine issues.
• 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.
• Provide routine technical support to existing customers, including operator troubleshooting training when needed.
• Complete and document all service and customer account-related reports, updates, and emails in a timely and professional manner, compliant with all quality procedures.
• Maintain expenses within departmental guidelines and controls inventory and all company property.

Requirements

• 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.
• 4 year Engineering Degree in Biomedical, Mechanical, Electrical or related.
• Basic knowledge of electronics, electro-mechanical systems and information technology.
• 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.

Preferred Requirements

• Hold a 4 year Engineering Degree in Biomedical, Mechanical, Electrical or related.
• Basic knowledge of electronics, electro-mechanical systems and information technology.
• 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.

Benefits

This position also qualifies for the benefits detailed at the link provided below.