Field Service Engineer

Job description

  Job facts

Summary

·  To achieve a specified standard of service on all Roche Diagnostics equipment within RDME region with total responsibility for equipment in his/her line of expertise
·  Technical support for RDME support team
·  Hotline support for RDME customers
·  Giving trainings for his line of expertise
·  Up to date knowledge about the product (modifications and updates)

Your responsibilities

·  Reply and support all calls coming via hotline
·  Resolve customer issues with hardware and software related issues
·  Report the cases and forward it to field force if needed
·  Ensure customer satisfaction is maintained
·  Communicating in a way representing Roche Diagnostics standards and quality of support
·  Specializing in certain line of product and reach level of certified trainer
·  Facilitate product related trainings
·  Identifies, analyzes and repairs product failures, orders replacement parts as required
·  Provide technical product training and basic user functionality training to Support team
·  Work closely with Field staff to implement SOP's and processes to manage work flow and standard maintenance
·  Escalate technical issues to R&D/Product Management as needed
·  May require travel to customer/remote sites to complete tasks
·  Being up to date with all new information regarding products
·  Follow up mandatory upgrades or modifications and ensure that been done for all systems in the region
·  Contribute in the technical newsletter with all updated information for his line of specialty

Compliance

You are expected to adhere through your conduct to all applicable laws and regulations as well as to the high integrity standards as set forth by Roche.

Who we are

At Roche, 94,000 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.

Desired profile

Who you are

·  You hold a BSc degree in Electronics, Network Engineering and Communication or biomedical engineering. Post graduate degree are preferred
·  You have at least 3 years of experience with Coagulation Application solutions. Additionally, experience with Roche Centralised & Point of care Solutions (CPS) is preferred
·  You are able to communicate with others clearly and concisely both verbally and in written format
·  You fluently speak Arabic and English
·  You have strong trouble shooting and problem solving skills
·  You have strong interpersonal interaction and customer relations skills both internally and externally
·  You are able to achieve goals and meet timelines, with moderate supervision and direction
·  You are able to work independently and as part of the team
·  You are willing to travel whenever needed through the Middle East region

Roche is an equal opportunity employer.
Customer Support, Customer Support > Technical & Application Support

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