Field Engineering Specialist - Wood Dale, IL

The Position
Territory: This is a remote, field based position. In this role, you will provide primary support for Wood Dale, IL.
Location: Preference for the person selected for this role to reside in Wood Dale, IL, or within 50 miles of Wood Dale, IL.
Travel Requirements: We are currently focused on hiring Field Engineering Specialists to initially support and cover our equipment installation projects nationally. Once the implementation phase is complete, this individual will transition into a local team to primarily support our large reference laboratory customers. We estimate the national installation projects to be approximately 12 months. National installation travel expectation is up to 95-100% and this includes overnight travel Monday-Friday.
Job Facts:
This is an exciting time to join Roche Support Network. 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:
As a Field Engineering Specialist (FES) based in Wood Dale, ILyou will demonstrate your expertise as a technical repair and/or installation specialist for Roche products at several customers located in the territory. 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.
Key Responsibilities:

• Manage 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
• Serve as customer contact and perform on-site technical routine service, repair and/or installation, and maintenance of Roche system equipment, primarily focused on:
• Mechanical/system hardware and software
• Networking/wireless networking
• Preventative maintenance
• Monitor customer equipment performance and respond/resolve most routine issues
• Determine most cost effective repair/resolution to minimize customer downtime
• Refer complex problems/issues to higher levels
• Follow documented practices, policies, and procedures in providing repair and installation support, including diagnoses of mechanical, hardware, software and system failure
• Analyze product failure trends and serviceability issues; provide feedback and solution recommendations
• Promote effective, positive, and productive communication among team to ensure and maximize satisfaction of customer base
• Identify revenue-generating and cost-saving opportunities, implement the Roche Diagnostics service agreement policy, and seek out opportunities to market service contracts to existing customers
• Maintain expenses within departmental guidelines; control inventory and all company property

Who You Are:
You are an early to mid career technical professional who likes to troubleshoot, work with their hands, and is mechanically inclined. You are approachable, skilled in communicating with customers, and translating technical language. You seek and are comfortable with autonomy and have a continuous improvement mindset.
Minimum Qualifications:

• 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

Why a Field Engineering Specialist with Roche:

• Benefits and 401K match
• Company car
• Ability to work independently and part of a high performing team
• This is a nonexempt position that is eligible for overtime

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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.
As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions, such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives.
Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.
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.