About this role
Role Overview
- 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.
- Serves as customer contact on routine technical and service related problems.
- Schedules and performs preventative maintenance per department policy.
- Monitors customer equipment performance and is able to respond and resolve most routine issues.
- Diagnoses mechanical, hardware, software and system failure, using established procedures.
- Determines most cost effective repair/resolution to minimize customer downtime.
- Provides analysis, feedback and recommendations on product failure trends and service ability issues.
- Is responsible for ensuring and maximizing customer satisfaction with Roche equipment and related products.
- 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.
- 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.
- Effective customer service skills, which includes a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships.
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.
- Ability to work after hours, provide weekend and holiday support on a rotated basis within an assigned territory and/or geographic region and be on call 24/7 during rotation.
Benefits
- A discretionary annual bonus may be available based on individual and Company performance
- Company vehicle is provided with this role
- Relocation benefits are not available for this job posting