Field Service/Support Engineer

7 days ago

Manila, Philippines Roche Full time

Overview Roche Manila, National Capital Region, Philippines Join to apply for the Field Service/Support Engineer - Manila/NCR role at Roche . Roche is an equal opportunity employer. Our culture supports personal expression, open dialogue, and respect for every individual. This role supports Roche’s mission to prevent, stop and cure diseases and ensure access to healthcare today and for generations to come. The Opportunity We are looking for a Customer Service Engineer to deliver high-quality technical service and support to our customers. In this role, you will work closely with Business Areas (BA) and internal teams—such as Sales, Marketing, Supply Chain, Finance, and Applications—to enhance customer satisfaction and contribute to business growth. You will liaise with APAC or Global Customer Support (GCS) for service-related updates, technical guidance, and escalations. Essential Duties and Responsibilities Independently completes installation, maintenance, and basic troubleshooting according to the manufacturer’s service manual and service SOP Performs preventive maintenance to ensure optimal instrument operation and updates maintenance data timely and accurately Documents all service-related activities accurately in systems such as CRM, Rexis, PIM, and RDK in line with Roche standards Escalates cases and communicates issues to GCS/CIR, and collaborates with Customer Service Applications to provide alternative solutions for product quality issues Provides a communication link between the customer and the company to ensure effective service and handles customer complaints Responsible for ordering, liquidation, and return of spare parts, and monitors calibration of individual tools Liaises with third-party suppliers and service providers (e.g., UPS, water systems) and implements, maintains, and updates customer product information, including Service and Quality Notifications Other Requirements Attends/completes all required online and face-to-face trainings (Role specific, Safety Responsibility and Compliance) within specified time limit Identifies, collects and immediately reports all safety-related information on Roche products to Local Safety Responsible as per Roche requirements and local regulations Compliance: All service activities and behavior in business must be in compliance with Roche standards Qualifications Minimum of three (3) years’ experience in an IVD service engineering role Bachelor’s Degree in any engineering discipline Multinational company experience is preferred Proficient in both English and Filipino (written & spoken) Preferred Proficient in Microsoft Office and Google Tools Effective communication and presentation skills Strong interpersonal and customer handling skills Creative problem solving and time management skills Ability to work independently and as a team player Demonstrates self-initiative and proactive attitude Capable in training and knowledge sharing Who we are A healthier future drives Roche to innovate. With more than 100,000 employees worldwide, we advance science to ensure access to healthcare today and for generations to come. Our efforts have resulted in millions treated and billions of tests conducted. We empower creativity and collaboration to deliver life-changing healthcare solutions that make a global impact. Let’s build a healthier future, together. #J-18808-Ljbffr

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