Field Service Engineer Job at Roche

Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare – a strategy that aims to fit the right treatment to each patient in the best way possible. Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management.

Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. The company also aims to improve patient access to medical innovations by working with all relevant stakeholders. Thirty medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry ten years in a row by the Dow Jones Sustainability Indices (DJSI).

We are recruiting to fill the position below:

Job Position: Field Service Engineer

Job ID.: 202307-117174
Job Location: Lagos
Employment Type: Full-time
Department: Customer Support

The Position

• We are seeking a Field Service Engineer to provide diagnostic instrumentation post-sales installation and technical support in accordance with the manufacturers specifications and Roche Diagnostics standards.

Key Responsibilities
Technical Support:

• Take accountability for cases being resolved by receiving cases, contacting clients, providing telephonic support (if possible) and coordinating the resolution of cases within SLA/deadline in conjunction with external business partners.
• Provide technical support on site by coordinating appointments to resolve cases with key contacts at the customer, organizing required parts and equipment and providing support within deadline / SLA in conjunction with external business partners.
• Coordinate the resolution of escalated technical cases by identifying issues that require escalation, referring to appropriate escalation processes, providing feedback to customers, internal sales and line manager, following up until resolved and closing cases within customer expectations.
• Follow-up with customers after cases are closed by contacting clients via telephone or email, verifying that cases are fully resolved, reopen/open cases if the issues are reoccurring and resolve within deadline.
• Proactively provide technical support to customers by receiving adhoc customer support requests while on site, after hours etc., by receiving request for support from customer, logging case on system, providing technical support and closing case or distributing case correctly immediately.
• Provide expert technical support by receiving escalated cases, evaluating and resolving or escalating according to escalation policy and providing feedback to customers until resolved.

Project Management:

• Provide technical expertise in projects by participating in meetings, providing relevant advice and guidance and supporting projects to comply with technical requirements at all times and as per project requirements.
• Manage technical implementation in projects by understanding implementation requirements, coordinate to ensure that resource allocation is completed and track and monitor completion of project tasks within deadlines.
• Complete project reporting by gathering information, collating and reporting as agreed and by deadlines.

Modifications:

• Conduct modifications by receiving notification of modification/enhancements, upskilling on technical requirements, contacting customers to schedule modifications and conducting as per specifications and standards and within deadlines.
• Manage the modification projects by engaging with internal stakeholders, providing technical guidance.

Installations & De-Installations:

• Initiate project installations / de-installations by being appointed as project installation lead, engaging with Project Manager, agreeing installation requirements and specifications, conducting site inspection, understanding customer expectations and requirements and developing installation plan within deadline.
• Conduct installation /de-installation by preparing all equipment and parts and installing system according to specifications, installation manuals and standards within deadline and as per plan.

Customer Service and Support:

• Maintain a customer centric approach with all customer engagements by aligning with the Roche values, maintaining professionalism, providing quality technical support and advice and delivering according to their expectations and SLA at all times.
• Proactively resolve customer issues by conducting courtesy visits, identifying potential issues and resolving and taking preventative action at all times.

Administration:

• Provide customers with all case relevant documentation by completing case reporting, collating documentation and issuing (email/print and issue) to the customer within deadline.
• Manage customer support stock levels (boot-stock) by reconciling stock, recording stock utilisation, ordering additional stock, complying with the used and unused returns authorisation and the stock control processes at all times.
• Address stock discrepancies by identifying inconsistencies, refer to relevant department for resolution and follow-up until resolved monthly.
• Receive and quality check instruments and reagents on arrival by verifying against packaging / order list, coordinate distribution to sites, inspect on arrival at site and address and resolve issues as required and as defined.
• Complete expense reporting by complying with the T&E policy and system requirements monthly and as required. 
• Maintain an up to date and accurate planning board and team planner by capturing daily and long term planned activities according to standards and by daily deadline.  
• Maintain technical compliance standards by completing e-learning modules or training and achieving required compliance standards as required and within deadline.
• Maintain tools of trade by verifying and maintaining calibration and storing and maintaining according to specifications and standards at all times.

Mentoring & Coaching:

• Mentor engineers and customers that require additional assistance by demonstrating technical skill, answering questions, providing guidance on processes, training and supporting as required 
• Coach engineers and customers by investigating issues, understanding influences and supporting engineer or customer to resolve issues.
• To train customers by developing training materials, conducting training and assessing understanding as required.

Requirements
You, as an ideal candidate, will have the following skills, experience and education:

• Qualifications: Diploma in Electrical Engineering / Mechanical Engineering / Biomedical Technology or equivalent.
• Experience: 5 years of technical support services experience with experience in the medical diagnostic industry.
• Other requirements: Candidates must be willing to travel extensively.
• The successful candidate needs to be in possession of a valid drivers license and have a valid passport (within 3 months of employment).

Note: Roche is an Equal Opportunity Employer.