Field Service/Support Engineer

Chez Roche, vous pouvez être vous-même et être apprécié pour les qualités uniques que vous apportez. Notre culture encourage l'expression personnelle, le dialogue ouvert et les connexions authentiques, où vous êtes valorisé, accepté et respecté pour ce que vous êtes, vous permettant de prospérer tant personnellement que professionnellement. Voici comment nous visons à prévenir, arrêter et guérir les maladies et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Rejoignez Roche, où chaque voix compte. La 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 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 also liaise with APAC or Global Customer Support (GCS) for service-related updates, technical guidance, and escalations. Essential Duties and Responsibilities: include the following (other duties may be assigned): 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. Others: Attends/completes all required online and F2F 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 to Roche standards expected on all Roche employees Who You Are Minimum of three (3) years’ experience in IVD service engineering role Bachelor Degree in any engineering discipline Multinational company experience is preferred Proficient in both English and Filipino (written & spoken) Preferred Proficient in Personal Computer Skills, including Microsoft Office and Google Tools applications 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 Qui nous sommes Un avenir plus sain nous pousse à innover. Ensemble, plus de 100 000 employés à travers le monde sont dédiés à faire progresser la science et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Nos efforts aboutissent à plus de 26 millions de personnes traitées avec nos médicaments et plus de 30 milliards de tests réalisés avec nos produits de Diagnostique. Nous nous encourageons mutuellement à explorer de nouvelles possibilités, à favoriser la créativité et à conserver nos grandes ambitions, afin de fournir des solutions de santé qui changent des vies et ont un impact mondial. Construisons ensemble un avenir plus sain. Roche est un employeur offrant l'équité en matière d'emploi. #J-18808-Ljbffr