Field Engineering Specialist - Elmwood Park, NJ
Company: Disability Solutions
Location: Newark
Posted on: May 3, 2024
Job Description:
Roche fosters diversity, equity and inclusion, representing the
communities we serve. When dealing with healthcare on a global
scale, diversity is an essential ingredient to success. We believe
that inclusion is key to understanding people's varied healthcare
needs. Together, we embrace individuality and share a passion for
exceptional care. Join Roche, where every voice matters.The
PositionJob Facts:This is an exciting time to join Roche Support
Network. If you are passionate for 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:The Roche Support Network group
is committed to providing industry-defining support to its
customers. As a 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.This is a field based role - the territory is
Elmwood Park, NJ and the surrounding area.The Field Engineering
Specialist, Clinical Chemistry in the Roche Support Network,
position serves as a technical repair or installation specialist
for Roche products for assigned product lines and geographies.The
Roche FES also:
- 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 is able to 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 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 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 team to ensure and maximize satisfaction of customer
base
- Manages 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
- 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 propertyWho you are:
- 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
- Successfully training or certification as defined by RD
Services Leadership and policy
- Advanced knowledge of electronics, electro-mechanical systems,
and information technology
- Ability to serve as an internal technical resource for lower
level staff
- Knowledge of basic chemistry
- 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 skill
- Effective customer service skills, which includes a positive
attitude, helpful customer interaction, and maintenance of ongoing
customer relationships#LI-MG2Relocation benefits are not available
for this job posting.Who we areAt 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. 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 relation to the
online application process, please contact us by completing this
form Accommodations for Applicants.
Keywords: Disability Solutions, Middletown , Field Engineering Specialist - Elmwood Park, NJ, Engineering , Newark, Connecticut
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