Field Engineering Specialist

About the role

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

Responsibilities

• Provide routine technical support to customers on operational and maintenance aspects of system equipment
• Perform on-site service, repair and/or installation of company product(s)
• Serve as customer contact on routine technical and service-related problems
• Receive training and deliver service within the normal scope of the position
• Follow documented practices, policies and procedures in providing repair and installation support
• Diagnose mechanical, hardware, software and system failure, using established procedures
• Determine the most cost-effective repair/resolution to minimize customer downtime
• Provide analysis, feedback and recommendations on product failure trends and serviceability issues
• Document all activity in a manner compliant with the company's quality procedures
• Specialized knowledge generally of a particular area, system or equipment. Requires specific training and certification
• Apply some advanced skills to the position or specialization
• May adapt procedures, processes, tools, equipment and techniques to meet the more complex requirements of the position

Requirements

• 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
• Successful completion of training or certification as defined by Roche Diagnostics Services
• The ability to serve as an internal technical resource, provide support after hours and on weekends/holidays, and maintain strong customer relationships is essential

Qualifications

• 8+ years of progressive experience or a Bachelor's degree in a relevant field plus 4+ years of progressive experience are required
• Advanced knowledge of electronics, electro-mechanical systems, information technology, and basic chemistry

Skills

• Technical proficiency in mechanical/system hardware and software, or networking/wireless networking
• Strong problem-solving and analytical skills
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team

Benefits

This is a non-exempt position that is eligible for overtime. The expected salary range for this position based on the primary location of Kansas City, KS is between $71,100 - $132,000. 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.