Field Engineering Specialist -Minneapolis, MN

The Opportunity

As a Field Engineering Specialist, you will:

• 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.
• 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.
• Monitor 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.

Who You Are

• High school diploma and 2 years of technical school or equivalent military training or work experience are required.
• 5 years of progressive experience in repairing or servicing mechanical/system hardware and software, or networking/wireless networking is necessary. Alternatively, a Bachelor's degree in a relevant field with 1-2 years of progressive experience will suffice.
• Successful completion of training or certification as defined by RD Services Leadership and policy is mandatory.
• The ability to travel, including overnight travel, is a requirement for this role.
• The ability to develop in-depth technically related troubleshooting skills.
• Basic knowledge of electronics, electro-mechanical systems and information technology.
• Knowledge of basic chemistry.
• The 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 skills.
• Effective customer service skills, which includes a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships.

Pay

The expected salary range for this position based on the primary location of Minnesota is $71,100.00 - $132,000.00 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.