Field Service Engineer

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

A Field Services Engineer is responsible for performing the field service activities for Professional Diagnostics by provision and co-ordination of all activities relating to instrument troubleshooting, instrument installation, instrument preventative maintenance, software and hardware modification’s, relating to both pre and post sales requirements.

This is a field-based role.

Key Responsibilities
Technical Support

• Take accountability for cases being resolved by receiving cases, contacting clients, providing telephonic support
• Coordinate the resolution of escalated technical cases by identifying issues that require escalation, referring to appropriate escalation processes, providing feedback to customers, internal sales and line manager, following up until resolved and closing cases within customer expectations
• Proactively provide technical support to customers by receiving ad-hoc customer support requests while on site, after hours etc., by receiving request for support from customers, logging case on system, providing technical support and closing case or distributing case correctly immediately
• Provide expert technical support by receiving escalated cases, evaluating and resolving or escalating according to escalation policy and providing feedback to customers until resolved
  
  

• Conduct modifications by receiving notification of modification/enhancements, upskilling on technical requirements, contacting customers to schedule modifications and conducting as per specifications and standards and within deadlines. Manage the modification projects by engaging with internal stakeholders, providing technical guidance
  
  

• Initiate project installations / de-installations by being appointed as project installation lead, engaging with Project Manager, agreeing installation requirements and specifications, conducting site inspection, understanding customer expectations and Customer Service and Support
• Maintain a customer centric approach with all customer engagements by aligning with the Roche values, maintaining professionalism, providing quality technical support and advice and delivering according to their expectations and SLA at all times
• Proactively resolve customer issues by conducting courtesy visits, identifying potential issues and resolving and taking preventative action at all times
  
  

• Qualifications: Diploma in Electrical Engineering/ Mechanical Engineering/ Biomedical Technology or equivalent
• Experience working with chemistry / core lab instruments
• Willingness to be on-call during evenings, weekends, and holidays (team rotation basis)
• Experience in technical support services– advantage
• Experience in the medical diagnostic industry-advantage
• High-level fluency in Hebrew and English
• Strong communication and interpersonal skills, Ability to work independently
• The successful candidate needs to be in possession of a valid driver's license