Field Engineering Specialist

About the role

The Roche Support Network group is committed to providing industry-defining support to its customers. As a Field Engineering Specialist, you will have the opportunity to travel and demonstrate your expertise as a technical repair and/or installation specialist for Roche assigned product lines and provide valued service to your laboratory customers in an assigned territory. This position serves as a technical repair or installation specialist for Roche products for assigned product lines and geographies. Provides routine technical support to customers on operational and maintenance aspects of system equipment. Performs on-site service, repair and/or installation of company product(s). This may include any aspect of field support and is not limited to mechanical/system hardware and software, networking/wireless networking. Serves as customer contact on routine technical and service-related problems. Receives training and delivers service within the normal scope of the position. Follows documented practices, policies and procedures in providing repair and installation support. Diagnoses mechanical, hardware, software and system failure, using established procedures. Determines the most cost-effective repair/resolution to minimize customer downtime. Provides analysis, feedback and recommendations on product failure trends and serviceability issues. Documents all activity in a manner compliant with the company's quality procedures. Specialized knowledge generally of a particular area, system or equipment. Requires specific training and certification. Applies some advanced skills to the position or specialization. May adapt procedures, processes, tools, equipment and techniques to meet the more complex requirements of the position. Duties are generally routine, but may include non-routine tasks. Resolves most questions and problems and refers only the most complex issues to higher levels. Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions. This is a field-based role - the territory is Chicago with the ideal candidate to live in the Northern or Northwest part of Chicago.