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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. This role offers the opportunity to travel and demonstrate expertise as a technical repair and/or installation specialist for Roche assigned product lines, providing valued service to laboratory customers in an assigned territory.
Responsibilities
- Ensuring and maximizing customer satisfaction with Roche equipment and related products.
- Promoting effective, positive, and productive communication among teams to ensure and maximize customer satisfaction.
- Managing customer accounts to promote goodwill, confidence, and credibility, exceeding customer expectations.
- Installing, maintaining, and repairing Roche Diagnostics’ equipment following standard practices and procedures.
- Identifying and analyzing current problems, performing repairs, or escalating issues when necessary.
- Scheduling and performing preventative maintenance per department policy.
- Monitoring customer equipment performance and resolving routine issues.
- Referring complex problems and issues to higher levels.
- Identifying revenue-generating and cost-saving opportunities.
- Implementing the Roche Diagnostics service agreement policy and marketing service contracts to existing customers.
- Providing routine technical support to existing customers, including operator troubleshooting training.
- Completing and documenting all service and customer account-related reports, updates, and emails in a timely and professional manner.
- Maintaining expenses within departmental guidelines.
- Controlling inventory and all company property.
Requirements
- High school diploma and 2 years of technical school or equivalent military training or equivalent work experience.
- 2 years of experience repairing or servicing mechanical/system hardware and software, or networking/wireless networking or equivalent level of competency attained through appropriate training curriculum.
Skills
- Basic knowledge of electronics, electro-mechanical systems and information technology.
- Knowledge of basic chemistry.
- Ability to develop in-depth technically related troubleshooting skills.
- Good written/verbal communication, organization and prioritization skills.
- Effective customer service skills, including a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships.
Location
- NYC
- Long Island
- Northern NJ
Work Type
- Field-based
- Up to 50% travel
Experience Level
- Associate
Education Level
- High school diploma
- 2 years of technical school or equivalent military training
- 4 year Engineering Degree in Biomedical, Mechanical, Electrical or related (Preferred)
Salary/Compensations
- 58,700.00 - 108,900.00 USD Annual
Benefits
- Discretionary annual bonus may be available based on individual and Company performance.
- Qualifies for detailed benefits (link provided separately).
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.
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.