The Position

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche.

This is an exciting time to join the 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

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.

• Are responsible for ensuring and maximizing customer satisfaction with Roche equipment and related products. Promotes effective, positive, and productive communication among teams to ensure and maximize the 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.

• Follows standard practices and procedures to install, maintain and repair Roche Diagnostics’ equipment.  Identifies and analyzes current problems and repairs where possible or escalates to higher levels when repairs are not possible.  Schedules and performs preventative maintenance per department policy.  Monitors customer equipment performance and is able to respond to and resolve most routine issues. Refers complex problems and issues to higher levels.

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

• Provides routine technical support to existing customers, including operator troubleshooting training when needed.

• Completes and documents all service and customer account-related reports, updates, and emails in a timely and professional manner, compliant with all quality procedures.

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

This field-based role requires daily travel and up to 10% overnight travel.

Our ideal candidate would reside in Minneapolis, Minnesota.

Relocation benefits are not available for this position.

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.

Preferred Requirements

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

• 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.

• Ability to develop in-depth technically related troubleshooting skills.

• 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.

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.  This position also qualifies for the benefits detailed at the link provided below.