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 Position

This is an exciting time to join the Roche Support Network. If you are passionate about problem-solving solving then this is the position for you! As a research-focused healthcare company, Roche discovers, develops, and provides innovative diagnostics and therapeutic products and services that deliver significant benefits to patients and healthcare professionals - from early detection and prevention of diseases to diagnostics, treatment, and treatment monitoring. We encourage and support your development in areas of your interest, which will prepare you for the next level in your career path. We know that people are responsible for our success, and we value our employees. Our commitment is to create a work environment where feeling valued, respected, and empowered is a daily experience.

The Opportunity:

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

The Roche FES:

• Provides routine technical support to customers on operational and maintenance aspects of system equipment

• Performs on-site service, repair, and/or installation of company products - This may include any aspect of field support and is not limited to mechanical/system hardware and software, networking/wireless networking

• Serves as customer contact on routine technical and service-related problems

• Schedules and performs preventative maintenance per department policy

• Monitors customer equipment performance and can respond and resolve most routine issues

• Refers complex problems and issues to higher levels

• Receives training and delivers service within the normal scope of the position

• Follows documented practices, policies, and procedures in providing repair and installation support

• Diagnoses mechanical, hardware, software, and system failure using established procedures

• Determines the most cost-effective repair/resolution to minimize customer downtime

• Provides analysis, feedback, and recommendations on product failure trends and service ability issues

• Documents all activity in a manner compliant with the company’s quality procedures

• Is responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions

• Is responsible for ensuring and maximizing customer satisfaction with Roche equipment and related products

• Promotes effective, positive, and productive communication among the team to maximize the satisfaction of the customer base

• Manages customer accounts at a level that promotes goodwill, confidence, and credibility to exceed customer expectations in terms of product, service, and support quality

• Identifies revenue-generating and cost-saving opportunities, implements the Roche Diagnostics service agreement policy, and seeks out opportunities to market service contracts to existing customers

• Maintains expenses within departmental guidelines and controls inventory and all company property

Location: The person selected for this position will reside in the St. Louis Metro Area or within 50 miles of the metro area.

Travel Expectations:This is a remote, field-based role that requires daily travel with up to 30% overnight travel expected. This role covers a territory that includes the St. Louis Metro Area, Quincy, IL, Peoria, IL, Cape Girardeau, MO and Paducah, KY. Some overnight, weekend, holiday, and on-call working hours are required.

Who You Are:

Minimum 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 or a Bachelor’s degree in Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Chemistry or related field plus 1-2 years of progressive experience repairing or servicing complex mechanical/system hardware and software, or networking/wireless networking

• Successful completion of training or certification as defined by Roche Diagnostics Services Leadership and policy

• Ability to travel, including some overnight travel, is required

Preferred Skills:

• Advanced knowledge of electronics, electro-mechanical systems, and information technology

• Knowledge of basic chemistry

• Ability to train, mentor and serve as the expert technical resource for lower level staff ​

• Effective customer service skills, which includes a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships

• Effective time-management, organization and prioritization skills

• Effective written/verbal communication skills

• Ability to work after hours, provide weekend and holiday support on a rotational basis within an assigned territory and/or geographic region and be on call 24/7 during rotation

Additional Information:

• A Company car is provided.

• This is a nonexempt position that is eligible for overtime.

• Relocation benefits are not available for this position.

The expected salary range for this position based on the primary location of Missouri, is $68,900 - 127,900 USD annually.  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.

Benefits

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

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.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.