Field Engineering Specialist - Houston

The Opportunity

We are seeking a Field Engineering Specialist to cover Houston, TX; some national travel may also be required. Applies advanced knowledge and skills and industry acceptable practices and procedures to install, maintain, and repair Roche Diagnostics equipment.

• Identifies and analyzes most complex problems and repairs where possible or escalates to higher level support tiers when repairs are not possible.
• Monitors customer equipment performance.
• Provides second level support within the region including phone support to team members in need of troubleshooting guidance and expertise.
• Provides technical and customer service skill training and mentoring.
• Travels with other Field Service Support Specialists to provide individualized on-site training and skill assessment.
• Recommends areas for improvement (i.e. instrument knowledge, troubleshooting skills, customer relationship skills and priority management).
• Maintains a highly developed knowledge of specific products, platforms and functions as a lead when new products are launched.
• Works closely with the sales organization to aid in instrument placements, ensuring successful installations and highly satisfied customers.
• Responsible for maximizing customer satisfaction with Roche equipment and related products.
• Demonstrates mastery in establishing and managing customer expectations regarding service provision.
• Manages customer accounts at a level that promotes goodwill, confidence and credibility in order to exceed customer expectations in terms of product, service, and support quality.
• Promotes effective, positive, and productive communication among the team to ensure and maximize satisfaction of the customer base.
• Completes and documents all service related activities and is compliant to all company quality procedures and guidelines.

This is a field-based role - the territory is Houston, TX. Travel expectation: up to 70%. Ideal candidate should reside in the Houston, TX area.

Who You Are

• 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
• Successfully training or certification as defined by RD Services Leadership and policy
• Ability to travel, including some overnight travel, is required

Preferred Requirements

• 6+ years of progressive experience or a Bachelor's degree in Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Chemistry or related field plus 2+ years of progressive experience
• Knowledge of electronics, electro-mechanical systems, information technology and networking
• Good written/verbal communication, organization and prioritization skill
• Highly effective customer service skills, which includes a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships
• Knowledge of basic chemistry
• Experience with IT/Networking is a plus