The Opportunity:We are seeking a
Senior Field Engineering Specialist to cover the
Greater Boston area; some national travel may also be required.
- Applies advanced knowledge and skills and industry acceptable practices and procedures to install, maintain, and repair Roche Diagnostics equipment.
- Identifies and analyzes most complex problems and repairs where possible or escalates to higher level support tiers when repairs are not possible.
- Monitors customer equipment performance.
- Provides second level support within the region including phone support to team members in need of troubleshooting guidance and expertise.
- Provides technical and customer service skill training and mentoring. Travels with other Field Service Support Specialists to provide individualized on-site training and skill assessment. Recommends areas for improvement (i.e. instrument knowledge, troubleshooting skills, customer relationship skills and priority management).
- Maintains a highly developed knowledge of specific products, platforms and functions as a lead when new products are launched.
- Works closely with the sales organization to aid in instrument placements, ensuring successful installations and highly satisfied customers.
- Responsible for maximizing customer satisfaction with Roche equipment and related products.
- Demonstrates mastery in establishing and managing customer expectations regarding service provision. 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.
- Promotes effective, positive, and productive communication among the team to ensure and maximize satisfaction of the customer base. Completes and documents all service related activities and is compliant to all company quality procedures and guidelines.
This is a field-based role - the territory is Boston, Massachusetts and surrounding areas. Travel expectation: up to 70%. Ideal candidate should reside in the Boston Area.Who 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 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
- Successfully training or certification as defined by RD Services Leadership and policy
- Ability to travel, including some overnight travel, is required
Preferred Requirements:- 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
- Advanced knowledge of electronics, electro-mechanical systems, and information technology
- Ability to work after hours, provide weekend and holiday support as needed
- 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, mentor and serve as a resource to earlier in career team members
- Advanced knowledge of basic chemistry
Additional Information:- Relocation benefits are not eligible for this job posting
- Company car is provided with this role
The expected salary range for this position based on the primary location of Boston, MA is 74,600.00 - 138,600.00 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.
Benefits 
