Field Service Engineer at Roche

Role Summary

• Roche Diagnostics in KZN 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), policies or procedures (in respect of those diagnostic instruments on which the job incumbent has received training certification (ISO requirement) and/or mentoring support).

Financial

• Complete relevant administration within set timelines to effect T&E cost centre activities, Including:
• Electronic Field (Case) Service Report (within 24 hours of completion of allocated work);
• Expense report (within 10 days of bank statements being issued); &  Boot/Car stock (spare parts) reconciliation against monthly report (month end).

Customer Orientation

• Adherence to Client Service Level agreement deliverables & department planning and activities roster (including timelines)
• Maintain high level of customer engagement throughout visit with regular updates and feedback to customer
• Support the Applications Specialist with customer training on the technical aspects of instruments (as and when required)
• Support Business areas with relevant instrument knowledge and specifications (as and when required)
• Provide cross-team technical assistance and support (as and when required)

Internal Processes & Improvements

• Prior to scheduled visit, plan for required boot/car stock (materials and equipment) and complete relevant warehouse requisition documentation timeously
• Ensure adherence to relevant instrument's manufacturing standards for maintenance, installation and upgrading plans according to customer needs
• Address any challenges within scope of authority and within relevant customer service level agreement, department policy and budgetary guidelines.
• Escalate complex instrument technical queries, challenges or software and hardware upgrades to relevant personnel in accordance with procedures for swift resolution

Self Management

• Remain up to date with business, industry, product, SOPs knowledge regarding functional requirements within Roche local or global structures (complete IDP objectives for period)
• Actively collaborate with colleagues sharing technical insights and experience on IT hardware and software expertise
• Identify areas for continuous improvement and implement agreed improvements in areas of responsibility

A full job description will be sent to candidates invited to an interview.
You, as an ideal candidate, will have the following skills, experience and education:
 

• Qualifications: National Diploma in Electrical / Mechanical Engineering or Biomedical Technology or equivalent (NQF Level 6) A BTech or related degree in one of these disciplines would be ideal.
• Experience: At lease 2 years technical support services experience in the medical diagnostic industry.
• The successful candidate needs to be in possession of a valid drivers license and have a valid passport (within 3 months of employment).