Field Engineering Specialist - Peoria, IL
Company: Disability Solutions
Location: Chicago
Posted on: April 20, 2024
Job Description:
The PositionTerritory: This role covers a territory in Illinois
that expands across (Peoria, Pekin, Proctor, Quincy, and Urbana).
In addition, parts of Central IL and some coverage for St. Louis,
MO and Southern IL.Location: This is a remote, field based
position. The person selected for this position will reside in
Peoria, IL or within 50 miles of the metro area.Travel
Expectations: up to 40% travel requirements, including some
overnight, weekend, holiday and on-call working hours are
required.Job Facts:This is an exciting time to join Roche Support
Network. If you are passionate for 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. 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:The Roche Support Network group is
committed to providing industry-defining support to its customers.
As a Field Engineering Specialist, you will have an opportunity to
travel and demonstrate your expertise as a technical repair and/or
installation specialist for Roche product lines. You will also
provide valued service to your laboratory customers in an assigned
territory. The Field Engineering Specialist serves as a technical
repair, preventive maintenance, and installation specialist for
assigned Roche product lines and geographies. You will provide
valued service to your laboratory customers in an assigned
territory.The Roche Field Engineering Specialist (FES):
- Provides routine technical support to customers on operational
and maintenance aspects of system equipment
- Performs on-site service, repair, and/or installation of
company products - This may include any aspect of field support and
is not limited to mechanical/system hardware and software,
networking/wireless networking
- Serves as customer contact on routine technical and
service-related problems
- Schedules and performs preventative maintenance per department
policy
- Monitors customer equipment performance and can respond and
resolve most routine issues
- Refers complex problems and issues to higher levels
- Receives training and delivers service within the normal scope
of the position
- Follows documented practices, policies, and procedures in
providing repair and installation support
- Diagnoses mechanical, hardware, software, and system failure
using established procedures
- Determines the most cost-effective repair/resolution to
minimize customer downtime
- Provides analysis, feedback, and recommendations on product
failure trends and service ability issues
- Documents all activity in a manner compliant with the company's
quality procedures
- Is responsible for maintaining and continuously improving the
quality system and achieving quality objectives through daily
actions
- Is responsible for ensuring and maximizing customer
satisfaction with Roche equipment and related products
- Promotes effective, positive, and productive communication
among the team to maximize the satisfaction of the customer
base
- Manages customer accounts at a level that promotes goodwill,
confidence, and credibility to exceed customer expectations in
terms of product, service, and support quality
- Identifies revenue-generating and cost-saving opportunities,
implements the Roche Diagnostics service agreement policy, and
seeks out opportunities to market service contracts to existing
customers
- Maintains expenses within departmental guidelines and controls
inventory and all company propertyWho You Are:Minimum Requirements:
- 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
- Successful completion of training or certification as defined
by Roche Diagnostics Services Leadership and policy
- Ability to travel, including some overnight travel, is
requiredPreferred Requirements:
- Advanced knowledge of electronics, electro-mechanical systems,
and information technology
- Knowledge of basic chemistry
- Ability to train, mentor and serve as the expert technical
resource for lower level staff
- Effective customer service skills, which includes a positive
attitude, helpful customer interaction, and maintenance of ongoing
customer relationships
- Effective time-management, organization and prioritization
skills
- Effective written/verbal communication skills
- Ability to work after hours, provide weekend and holiday
support on a rotational basis within an assigned territory and/or
geographic region and be on call 24/7 during rotationAdditional
Information:
- A Company car is provided.
- This is a nonexempt position that is eligible for
overtime.
- Relocation benefits are not available for this
position.#LI-CG2#LI-RemoteWho we areAt 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 .
Keywords: Disability Solutions, Schaumburg , Field Engineering Specialist - Peoria, IL, Engineering , Chicago, Illinois
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