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
Role Responsibilities
- Perform routine maintenance and repair of instruments.
- Install equipment at customer sites to ensure full functionality according to specifications.
- Coordinate problem resolution with engineering, customer service, and other personnel to expedite repairs.
- Maintain records of service performance reports.
- Develop service manuals and bulletins based on field investigations, engineering changes, and product knowledge.
- Conduct training on the safe operation of equipment and demonstrate skills to employees, customers, and distributors.
- Manage spare parts inventory.
- Interact with customers to resolve product or service issues by clarifying inquiries and complaints.
- Report and communicate problems to the global service center of respective BAs to identify causes, expedite solutions, and ensure corrective actions.
- Timely report customer complaints/issues via the global case management tool to identify root causes, expedite corrections, and follow up to ensure resolution and customer satisfaction.
- Execute project management, coordinate cross-departmental resources, and achieve project goals.
Role Scope
- Provide expertise in the engineering, installation, and start-up of new systems.
- Support business operations and system readiness for new implementations.
- Assist in the validation of new system processes and facilities.
- Develop system architectures to define engineering capabilities.
- Lead technical projects and collaborate across BAs to achieve OKR goals.
Requirements
Qualifications
- Good compliance track record with no significant compliance violations in the past 2 years.
Education
- Associate degree or higher in electronics, electrical engineering, mechanical engineering, or biomedical engineering.
Experience
- At least 5 years of relevant work experience.
- Preferred background in medical technology services.
Skills and Knowledge
- Experience in maintaining, repairing, and servicing medical equipment.
- Ability to assist with troubleshooting medical equipment on-site.
- Flexibility for evening work based on project needs, with overtime compensation.
- Willingness to participate in on-call rotations with additional attendance compensation.
Competencies
- Proficiency in Word, Excel, PowerPoint, and SQL.
- Average English reading and writing skills.
- Strong communication skills and customer relationship management.
Other Requirements
- Valid driver's license for small vehicles.
- Willingness to travel domestically and internationally.
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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.
