Job Facts

This is an exciting time to join Roche Support Network. If you are passionate about problem 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. Roche is a successful company that can offer exciting career opportunities. 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

As a Field Engineering Specialist (FES), you will demonstrate your expertise as a technical repair and/or installation specialist for Roche products at several customers located in the territory which includes the western part of Connecticut and the eastern part of New York. You would work standard working hours (day) as well as on-call after hours, select weekends (every 6 weeks), and holidays on a rotated basis. Occasional overnight travel, up to approximately 10%, may be required to provide supplementary support to other customers as needed. Including this position, there are six total engineers and three application specialists in the region.

Key Responsibilities

• 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

• Serve as customer contact and perform on-site technical routine service, repair and/or installation, and maintenance of Roche system equipment, primarily focused on:

• Mechanical/system hardware and software

• Networking/wireless networking

• Preventative maintenance

• Monitor customer equipment performance and respond/resolve most routine issues

• Determine most cost effective repair/resolution to minimize customer downtime

• Refer complex problems/issues to higher levels

• Follow documented practices, policies, and procedures in providing repair and installation support, including diagnoses of mechanical, hardware, software and system failure

• Analyze product failure trends and serviceability issues; provide feedback and solution recommendations

• Promote effective, positive, and productive communication among team to ensure and maximize satisfaction of customer base

• 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

• Maintain expenses within departmental guidelines; control inventory and all company property

Who You Are

You are an early to mid career technical professional who likes to troubleshoot, work with their hands, and is mechanically inclined. You currently reside in or are willing to relocate to the territory. You are approachable, skilled in communicating with customers, and translating technical language. You seek and are comfortable with autonomy and have a continuous improvement mindset.

Minimum Qualifications

• High school diploma + 2 years of technical school, equivalent military training, or equivalent work experience (Successful training or certification as defined by RD Services Leadership and policy)

• 5 years of progressive experience repairing or servicing mechanical/system hardware/software or networking/wireless networking

OR

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

AND

• Ability to travel, which may include some occasional, overnight travel

Preferred Qualifications

Location

• Reside in or willing to relocate to eastern Connecticut (preferably Hartford and New Haven) or western NY (preferably cities south of Albany, Kingston, Poughkeepsie)

• 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

• Ability to travel overnight on occasion to support other territories, as needed

Education

• 8+ years of progressive experience or a Bachelor’s degree in Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Chemistry or related field plus 4+ years of progressive experience

Knowledge & Experience

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

Transferable Skills

• Good written/verbal communication, organization, and prioritization skills

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

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

Additional Information

• Relocation benefits are not provided with this position.

• Company car is provided with this position.

• For New York-based applicants, the expected base salary range for this position is 78-114K. Actual pay will be determined based on experience, qualifications, 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 highly competitive benefit plans and programs including: medical, dental, and vision insurance; 401K and 401K matching; and paid time off.

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At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions, such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives.

Unless entitled to a reasonable accommodation under applicable law, employees are required to be fully vaccinated against COVID-19 in accordance with customer requirements, the company’s health and safety obligations and/or applicable law or guidelines.

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

If you have a disability and need an accommodation in connection with the on-line application process, please email us at US.Accommodation@roche.com.