Field Services Engineer at Roche

Job description

Roche Diagnostics in Midrand is seeking a Field Services Engineer to carry out diagnostic instrument post-sales technical support activities including but not limited to: Installation, de-installation, routine maintenance, emergency repair visits, modification and upgrades in accordance with manufacturer specification, governing guidelines, department objectives & Key Performance Indicators (KPIs) and policies or procedures.

Your role will entail:

• Completing relevant administration within set timelines to effect T&E cost centre activities, including electronic field (case) service reports, expense reports and boot/car stock (spare parts) reconciliations against monthly reports.
• Adherence to Client Service Level agreement deliverables & department planning and activities roster (including timelines).
• Maintaining high levels of customer engagement throughout visits with regular updates and feedback to customers.
• Supporting Applications Specialists with customer training on the technical aspects of instruments and supporting Business areas with relevant instrument knowledge and specifications as well as providing cross-team technical assistance and support.
• Prior to scheduled visits, plan for required boot/car stock (materials and equipment) and complete relevant warehouse requisition documentation timeously.
• Ensuring adherence to relevant instrument's manufacturing standards for maintenance, installation and upgrading plans according to customer needs.
• Addressing any challenges within scope of authority and within relevant customer service level agreements, department policies and budgetary guidelines.
• Escalating complex instrument technical queries, challenges or software and hardware upgrades to relevant personnel in accordance with procedures for swift resolution.

Desired Skills and Experience

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

Required Qualification:

National Diploma in Electrical Engineering or Mechanical Engineering or Biomedical Technology or equivalent (NQF Level 6).

Required Experience:

At least2 years experience in technical support services, mainly in the medical diagnostic industry.

Additional Requirements: The successful candidate needs to be in possession of a valid drivers license and have a valid passport (within 3 months of employment).