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 PositionRole 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.
Top Skills
What We Do
Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare – a strategy that aims to fit the right treatment to each patient in the best way possible.
Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management.
Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. The company also aims to improve patient access to medical innovations by working with all relevant stakeholders. Thirty medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry ten years in a row by the Dow Jones Sustainability Indices (DJSI).
