Senior Field Engineering Specialist - Boston Area

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

This is an exciting time to join the Roche Support Network in the Sequencing and Life Sciences division. If you are passionate about problem solving then this is the position for you! As a research-focused healthcare company, Roche discovers, develops and provides innovative diagnostics and therapeutic products and services that deliver significant benefits to patients and healthcare professionals - from early detection and prevention of diseases to diagnostics, treatment and treatment monitoring. 

Roche is a successful company that can offer exciting career opportunities. We encourage and support your development in areas of your interest which will prepare you for the next level in your career path. We know that people are responsible for our success and we value our employees. Our commitment is to create a work environment where feeling valued, respected, and empowered is a daily experience.

The Opportunity:

We are seeking a Senior Field Engineering Specialist to cover the Greater Boston area; some national travel may also be required.

• Applies advanced knowledge and skills and industry acceptable practices and procedures to install, maintain, and repair Roche Diagnostics equipment.

• Identifies and analyzes most complex problems and repairs where possible or escalates to higher level support tiers when repairs are not possible.

• Monitors customer equipment performance.

• Provides second level support within the region including phone support to team members in need of troubleshooting guidance and expertise.

• Provides technical and customer service skill training and mentoring.  Travels with other Field Service Support Specialists to provide individualized on-site training and skill assessment.  Recommends areas for improvement (i.e. instrument knowledge, troubleshooting skills, customer relationship skills and priority management). 

• Maintains a highly developed knowledge of specific products, platforms and functions as a lead when new products are launched.

• Works closely with the sales organization to aid in instrument placements, ensuring successful installations and highly satisfied customers.

• Responsible for maximizing customer satisfaction with Roche equipment and related products.

• Demonstrates mastery in establishing and managing customer expectations regarding service provision.  Manages customer accounts at a level that promotes goodwill, confidence and credibility in order to exceed customer expectations in terms of product, service, and support quality. 

• Promotes effective, positive, and productive communication among the team to ensure and maximize satisfaction of the customer base. Completes and documents all service related activities and is compliant to all company quality procedures and guidelines.

This is a field-based role - the territory is Boston, Massachusetts and surrounding areas. Travel expectation: up to 70%.  Ideal candidate should reside in the Boston Area.

Who You Are:

• High school diploma and 2 years of technical school or equivalent military training or equivalent work experience

• 5 years of progressive experience repairing or servicing mechanical/system hardware and software or networking/wireless networking OR a Bachelor's degree in Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Chemistry or related field plus 1-2 years of progressive experience repairing or servicing complex mechanical/system hardware and software, or networking/wireless networking

• Successfully training or certification as defined by RD Services Leadership and policy

• Ability to travel, including some overnight travel, is required

Preferred Requirements:

• 8+ years of progressive experience or a Bachelor’s degree in Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Chemistry or related field plus 4+ years of progressive experience 

• Advanced knowledge of electronics, electro-mechanical systems, and information technology

• Ability to work after hours, provide weekend and holiday support as needed

• Good written/verbal communication, organization and prioritization skills

• Highly effective customer service skills, which includes a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships

• Ability to train, mentor and serve as a resource to earlier in career team members

• Advanced knowledge of basic chemistry

Additional Information:

• Relocation benefits are not eligible for this job posting

• Company car is provided with this role

The expected salary range for this position based on the primary location of Boston, MA is 74,600.00 - 138,600.00 USD Annual.  Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.  A discretionary annual bonus may be available based on individual and Company performance.  This position also qualifies for the benefits detailed at the link provided below.

Benefits

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.