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The Position
In Roche Diagnostics, we are committed not only to advance diagnostic solutions that help healthcare professionals make critical decisions for the health of their patients, but also to improve the way these essential tools are integrated into health systems worldwide, at a lower cost, while not compromising on the best possible results. In more than 100 countries, we offer the most complete in vitro diagnostic test portfolio in the sector, combined with support for clinical decision-making, consulting, digital diagnostics, disease management, laboratory automation and software solutions to provide integrated solutions to laboratories, clinicians and health systems.
The Field Service Engineer provides scientific/technical service to the installed systems and solutions at client, ensuring the highest efficiency and effectiveness in each of the assigned activities: installation, preventive maintenance, corrective, evolutionary and modifications. He ensures that the service provided generates competitive advantage, becoming the differential element of Roche’s value proposition and achieving optimal levels of customer satisfaction.
Responsibilities
* Reach and maintain an excellent level of operability in all assigned solutions (including instruments, reagents and software) through proper execution of the procedures for preventive, corrective, evolutionary, installations and modifications, training users in the operation of analyzers.
* Establish and maintain an excellent level of communication, follow‑up and proactive collaboration with the client, informing updates of reagents and quality controls and implementing new protocols.
* Report activity in CRM of the activities performed remotely or onsite, guaranteeing the correct documentation of the technical characteristics of the client installation and updating when required and following the quality reporting standards defined by the Organization.
* Work closely with the Commercial Area to address client needs and support sales of solutions and service offers.
Required Competencies Communication and Collaboration with the Client
* Maintain excellent communication, follow‑up and proactive collaboration with customers.
* Inform about software and digital solution updates.
* Provide technical support and problem resolution to employees in a variety of technological issues.
* Guarantee an excellent customer experience.
Activity Reporting
* Report remote or onsite activities in CRM.
* Guarantee correct documentation of the technical characteristics of the client installation and updating when required, according to the organization’s quality reporting standards.
* Document processes and register work orders for ongoing work.
Collaboration with the Commercial Area
* Work closely with the commercial team to address client needs.
* Support sales of solutions and service offers.
* Provide ongoing support for new implementations and product and analytical solution updates.
* Commercial customer loyalty.
Teamwork
* Ability to collaborate effectively with other team members.
Required Profile
* Location: Madrid and/or Castilla la Mancha.
* Bachelor’s degree in Technical Engineering or higher, Textile, Electronics, Mechanical, Biomedical Engineering or related fields.
* Previous field support experience.
Technical Knowledge
* Diagnostics in electronic, mechanical, hydraulic and fluidic systems.
* Hardware and software troubleshooting.
* Use of measurement and diagnostic tools.
* Advanced IT skills, including hardware/software configuration and network management.
* Knowledge of biology and preferably diagnostic systems and products in the serology area.
Language
* Fluent Spanish and English.
Mobility
* Driver’s license B1.
* Availability for geographical mobility within national and international territory.
Company Overview
We strive for a healthier future. Over 100 000 employees worldwide work to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in treating more than 26 million people with our medicines and conducting over 30 billion diagnostic tests. We empower one another to explore new possibilities, foster creativity, and keep our ambitions high to deliver life‑changing healthcare solutions with global impact.
We build a healthier future together.
Equal Opportunity Employer
Roche is an Equal Opportunity Employer.
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