Field Service Engineer

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

Who we are
At Roche, more than 100,000 people across 100 countries are pushing back
the frontiers of healthcare. Working together, we’ve become one of the world’s
leading research-focused healthcare groups. Our success is built on
innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.

A Field Services Engineer is responsible to perform 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.

Position location: Tel Aviv

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 customer, 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.

Modifications
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.

Installations & De-Installations
* 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.

You, as an ideal candidate, will have the following skills, experience and

education:
* Qualifications: Diploma in Electrical Engineering/ Mechanical Engineering/
Biomedical Technology or equivalent.
* Experience in technical support services– an advantage.
* Experience in the medical diagnostic industry - an 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.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.