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 peoples 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 2 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 drivers license for small vehicles
- Willingness to travel domestically and internationally
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, weve become one of the worlds leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.
