Field Service Engineer at Roche

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The Position



A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come.



Creating a world where we all have more time with the people we love.



That’s what makes us Roche.



The Opportunity



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



Key Challenges



Technical Support







To resolve/take accountability for cases being resolved by receiving cases, contacting clients, providing telephonic support (if possible) and coordinating resolution of cases within SLA/deadline in conjunction with external business partners

To provide technical support on site by coordinating appointments to resolve cases with key contact at customer, organizing required parts and equipment and providing support within deadline / SLA in conjunction with external business partners

To coordinate resolution of escalated technical cases by identifying issues that require escalation, referring to appropriate escalation process, providing feedback to customers, internal sales and line manager, following up until resolved and closing case within customer expectations

To follow-up with customers after cases are closed by contacting clients via telephone or email, verifying case is fully resolved, reopen/open cases if the issue is recurring and resolve within deadline

To proactively provide technical support to customers by receiving ad hoc 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

To provide expert technical support by receiving escalated cases, evaluating and resolving or escalating according to escalation policy and providing feedback to customer until resolved



Project Management







To resolve/take accountability for cases being resolved by receiving cases, contacting clients, providing telephonic support (if possible) and coordinating resolution of cases within SLA/deadline in conjunction with external business partners

To provide technical support on site by coordinating appointments to resolve cases with key contact at customer, organizing required parts and equipment and providing support within deadline / SLA in conjunction with external business partners

To coordinate resolution of escalated technical cases by identifying issues that require escalation, referring to appropriate escalation process, providing feedback to customers, internal sales and line manager, following up until resolved and closing case within customer expectations

To follow-up with customers after cases are closed by contacting clients via telephone or email, verifying case is fully resolved, reopen/open cases if the issue is recurring and resolve within deadline

To proactively provide technical support to customers by receiving ad hoc 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

To provide expert technical support by receiving escalated cases, evaluating and resolving or escalating according to escalation policy and providing feedback to customer until resolved



Modifications







To conduct modifications by receiving notification of modification/enhancements, upskilling on technical requirements, contacting customers to schedule modification and conducting as per specifications and standards and within deadline



Installation and Deinstallation







To initiate project installation / de-installation 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

To 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 Services and Support







To 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

To proactively resolve customer issues by conducting courtesy visits, identifying potential issues and resolving and taking preventative action at all times



Administration







To provide customers with all case relevant documentation by completing case reporting, collating documentation and issuing (email/print and issue) to the customer within deadline

To 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

To address stock discrepancies by identifying inconsistencies, refer to relevant department for resolution and follow-up until resolved monthly

To 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

To complete expense reporting by complying with the policy and system requirements monthly and as required

To 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

To maintain technical compliance standards by completing e-learning modules or training and achieving required compliance standards as required and within deadline

To maintain tools of trade by verifying and maintaining calibration and storing and maintaining according to specifications and standards at all times



Mentoring and Coaching







To mentor engineers and customers that require additional assistance by demonstrating technical skill, answering questions, providing guidance on processes, training and supporting as required

To coach engineers and customers by investigating issues, understanding influences and supporting engineer or customer to resolve the issue

To train customers by developing training materials, conducting training and assessing understanding as required



Safety, Health and Environment







Comply with SHE rules, standards, regulations set out by Group SHE as well as local affiliates

Participate and complete all assigned SHE training



Who You Are

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







BSc/BTech in Electrical/Electronic Engineering/ Mechanical Engineering/Biomedical Engineering or equivalent

3 - 5 years technical support services experience in the medical diagnostic industry experience is preferred

You must have knowledge of:



Customer service

Technical support

Medical instrumentation installation and maintenance

Project Coordination

Coaching and Mentoring







In the absence of relevant qualifications, experience in the relevant field and at the relevant level will be considered



Recommended Skills & Abilities





Customer services and care

Teamwork and collaboration

Accountability

Accuracy and attention to detail

Communication (verbal and written)

Decision making

Planning, organising and prioritising

Problem solving

Self-management and maturity

Physical requirements

Ability to travel nationally and internationally

Ability to work overtime and shifts



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.