Job Description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

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 South Africa is seeking a Field Service Engineer to join our dynamic team in Durban, KwaZulu-Natal.
As a Field Service Engineer you will provide the diagnostic instrumentation post-sales technical support in accordance with the manufacturers specifications and Roche Diagnostics standards.

Key Challenges

Installation/De-installations
To manage technical installation / de-installation in collaboration with the project installation and Implementation teams, engaging with Project Manager, agreeing installation requirements and specifications, conducting site inspection, understanding customer expectations and requirements and assisting in developing installation plan within deadline.

Technical / Application Support

• To provide customer support and assistance by understanding customer issues, evaluating cause, providing solutions (telephonic and on site as relevant) and resolving within deadline / SLA.

• To provide Specialist technical /product advice and guidance to sales by receiving requests from sales, understanding customer specification, providing expertise and advice and making recommendations as required.

• Support all modifications and support role out plan to meet Global modification KPI’s.

• To support technical field support for cases by receiving cases, contacting clients, providing telephonic support (if possible) and coordinating resolution of cases within SLA/deadline .

• To provide Specialist technical support on site by coordinating appointment to resolve case with key contact at customer, organizing required reagents, consumables and quality control materials and providing support within deadline / SLA

• To support and resolve escalated technical cases and co-share findings with the technical support team. If required to escalate 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

• Pro-actively follow up with customers after complicated/escalated cases are closed by contacting clients via telephone/onsite visits verifying case is fully resolved, reopen/open cases if the issue is reoccurring and resolve within deadline to manage modification projects by engaging with internal stakeholders, providing technical guidance and support for specific products

Customer Service

• To maintain a customer centric approach with all customer engagements by aligning with the Roche values, maintaining professionalism, providing quality technical and application 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

• Actively contribute in direct sales to customers by fully understanding customer requirements and Roche product solutions

• Actively share and promote product information of new product launches and solutions to the market.

• Provide market intelligence of what is happening in the field to the sales and marketing teams.

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 complete expense reporting by complying with the T&E policy and system requirements monthly and as required

• To complete overtime reports by capturing overtime, signing and submitting by deadline monthly

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

SHE

• 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 as an Ideal Candidate
Qualifications and Experience

• NQF 6/7/8 in relevant field

• National Diploma in Electrical Engineering/ Mechanical Engineering/ Biomedical Technology or equivalent (NQF level 6)

• 5 years technical support services experience - medical diagnostic industry experience is preferred

• Customer service

• Technical support

• Medical instrumentation installation and maintenance

• In-depth knowledge of planning and controls

• Project management

• Coaching and Mentoring

• You are in possession of a valid drivers license and have a valid passport (within 3 months of employment).

Must have knowledge of:

• Field Service Engineer

• Relevant field of study

• Relevant systems and equipment

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

Recommended skills & abilities

• Customer centric driven

• Relationship management

• Teamwork and collaboration

• Accountability

• Planning

• Accuracy and attention to detail

• Communication (verbal and written)

• Decision making

• Planning, organising and prioritising

• Problem solving

• Self-management and maturity

• Administrative excellence

• Excellent Time management

Physical requirements

• Ability to travel nationally and internationally

• Ability to work overtime and shifts if required

Note that a full job description is available at request.
Note that relocation benefits are not available for this role.

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.