Field Service/Support Engineer

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
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

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.