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About the Role
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. This role involves applying advanced knowledge to install, maintain, and repair Roche Diagnostics equipment, troubleshoot complex issues, and ensure customer satisfaction.
Responsibilities
- Applies advanced knowledge and skills to install, maintain, and repair Roche Diagnostics equipment.
- Identifies and analyzes complex problems, performing repairs or escalating when necessary.
- Monitors customer equipment performance.
- Provides second-level regional support, including phone assistance to team members.
- Delivers technical and customer service skill training and mentoring.
- Recommends areas for improvement in instrument knowledge, troubleshooting, and customer relationship skills.
- Maintains advanced product knowledge as a lead for new product launches.
- Collaborates with sales to ensure successful instrument placements and customer satisfaction.
- Maximizes customer satisfaction with Roche equipment and products.
- Establishes and manages customer expectations regarding service provision.
- Manages customer accounts to promote goodwill, confidence, and credibility.
- Promotes effective and positive communication within the team.
- Completes and documents all service-related activities in compliance with company procedures.
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.
- Successfully training or certification as defined by RD Services Leadership and policy.
- Ability to travel, including some overnight travel, is required.
Skills
- Advanced knowledge of electronics
- Advanced knowledge of electro-mechanical systems
- Advanced knowledge of information technology
- Ability to work after hours, provide weekend and holiday support
- Good written/verbal communication
- Organization skills
- Prioritization skills
- Highly effective customer service skills
- Positive attitude
- Helpful customer interaction
- Maintenance of ongoing customer relationships
- Ability to train
- Ability to mentor
- Serve as a resource to earlier in career team members
- Advanced knowledge of basic chemistry
Location
- San Francisco bay area, CA
Work Type
- Field-based
- Full-time
Experience Level
- Senior
- 5 years of progressive experience repairing or servicing mechanical/system hardware and software or networking/wireless networking
- 1-2 years of progressive experience repairing or servicing complex mechanical/system hardware and software, or networking/wireless networking (with Bachelor's degree)
- 8+ years of progressive experience (preferred)
- 4+ years of progressive experience (with Bachelor's degree, preferred)
Education Level
- High school diploma
- 2 years of technical school or equivalent military training
- Bachelor's degree in Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Chemistry or related field
Salary/Compensations
- 81,700.00 - 151,700.00 USD Annual
Benefits
- Company car is provided
- Discretionary annual bonus may be available
- Benefits detailed at the link provided below
About the Company
- 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.
Equal Opportunity
- 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.