Associate Field Engineering Specialist - South Atlanta, GA

About the role

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. 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 satisfaction of the customer base.
• Manage customer accounts to promote goodwill, confidence, and credibility in order to exceed customer expectations regarding product, service, and support quality.
• Follow standard practices and procedures to install, maintain, and repair Roche Diagnostics’ equipment.
• Identify and analyze current problems and repair where possible or escalate to higher levels when repairs are not possible.
• Schedule and perform preventative maintenance per department policy.
• Monitor customer equipment performance and respond to and resolve most routine issues.
• Refer complex problems and issues to higher levels.
• 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.