Service Engineer

2 days ago

Auckland, New Zealand F. Hoffmann-La Roche Gruppe Full time

Roche fosters diversity, equity, and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.The PositionA healthier future. It is 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 is what makes us Roche.Roche Diagnostics New Zealand (RDNZ) has just opened an exciting opportunity for the position of Field Service Engineer – Core Lab to be based in Auckland. The key purpose of this position is to carry out the engineering service function for the assigned Squad, which is Core Lab, but the responsibilities may flex across the other squads that are Molecular Lab and Export as per business requirements. There is a requirement of training and continuing education on the portfolio, instrument and product troubleshooting, instrument installation and commissioning, instrument maintenance procedures and all manufacturer modifications, and other issues of instrument aftersales services to the satisfaction of the RDNZ customer base and in line with our organisational SOPs and policies.Leveraging your Core Laboratory engineering experience, responsibilities of this role include but are not limited to:Ensure existing and new customer base are supported with quality after-sales service.Participate in an on-call roster to ensure customers are supported 24 hours 7 days.Instrument trouble-shooting service is provided, is efficient and fulfills the needs of our customers.Ensure RD maintains Service Level Agreements (SLA) conditions with regards response times for phone support and onsite customer visits.Chapter Lead Service, relevant Marketing Managers, and Strategic Key Account Managers are kept aware of all product issues.Participate in Account Management Strategies.Spare parts stock are organized and maintained to avoid excess stock accumulation in consignment and are returned to 3PL warehouse.To complete all documentation required within the required timeline requested.Business opportunities are identified and implemented in accordance with internal and external stakeholders.To keep CRM (Rexis/FSS) customer records up to date, relevant and accurate.Ensure Service Contract information is followed for all service activities/work orders.Provide cover and travel as required for territories where engineering resources are required to meet business demands and customer needs.Complete timely pre-installation inspections and installation of new and refurbished RD and other analytical systems within areas of responsibility.Displays an understanding of, and adhere to, all SHE policies and principles to ensure the health and safety of all at the workplace.Who You Are:You are someone who wants to influence your own development. You are looking for a company where you have the opportunity to pursue your interests across functions and geographies and where a job title is not considered the final definition of who you are, but the starting point.To be successful in this position, you will be an experienced engineer and will be able to demonstrate the following:Tertiary Qualification with a focus in Engineering (Electrical / Mechanical) or Science is desired.Understanding of Diagnostic & Research Laboratories.Appropriate work-related certificates including Electrical Appliance Serviceperson (EAS) Registration or the ability to obtain one.Outstanding communication and networking skills.Ability to think strategically, develop plans and manage their execution through teamwork and collaboration. System thinker with the energy to drive continuous improvement.Be focused on collaboration and set aside ego and function/community in the interests of achieving the best results which helps others achieve success.Actively seek help and feedback, and do not be afraid to give feedback.Be able to represent the company externally, and build meaningful external relationships with relevant stakeholders in support of long-term sustainability.Excellent relationship-building skills.Energy to mobilize and execute in complex environments with flexibility.Enthusiasm to lead, learn and drive excellence in the customer experience.Ability to travel domestically and internationally as required by the position.A valid driver's license is essential.This role is only open to candidates that have full eligibility to live and work in New Zealand.What do we offerRoche offers rewarding growth opportunities, a competitive remuneration package, and a collaborative culture where people are united in purpose and will stretch you to be brave, speak up and think differently. Feel empowered to deliver meaningful outcomes, supported by accessible and inspiring leaders.Roche encourages a high-performance culture where you are empowered and trusted to make decisions. We strive for excellence and extraordinary results and take a genuine interest in our people and their well-being, and our patients.Take pride in knowing you can make a difference to millions of patients worldwide in developing diagnostics and treatments for oncology, neuroscience, inflammation, immunology, ophthalmology, rare diseases, respiratory disease, and diabetes.We are committed to providing an inclusive, safe, secure and healthy workplace, and to minimize any such impacts to our employees, customers, and the community. We welcome applications from all people and encourage you to advise of any individual circumstances that may require consideration.Who 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.Roche is an Equal Opportunity Employer.
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