Field Service / Support Engineer at Roche

The Position

• Roche Diagnostics in Nigeria is seeking a Field Service/Support Engineer to provide the diagnostic instrumentation post-sales installation and technical support in accordance with the manufacturers specifications and Roche Diagnostics standards.

Accountabilities

Technical Support

• To resolve/take accountability for cases being resolved by receiving cases, contacting clients, providing telephonic support (if possible) and coordinating resolution of cases within SLA/deadline in conjunction with external business partners.
• To provide technical support on site by coordinating appointments to resolve cases with key contact at customer, organizing required parts and equipment and providing support within deadline / SLA in conjunction with external business partners.
• To coordinate resolution of escalated technical cases 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
• To follow-up with customers after cases are closed by contacting clients via telephone or email, verifying case is fully resolved, reopen/open cases if the issue is recurring and resolve within deadline
• To proactively provide technical support to customers by receiving ad hoc customer support requests while on site, after hours etc., by receiving request for support from customer, logging case on system, providing technical support and closing case or distributing case correctly immediately
• To provide expert technical support by receiving escalated cases, evaluating and resolving or escalating according to escalation policy and providing feedback to customer until resolved

Project Management

• To resolve/take accountability for cases being resolved by receiving cases, contacting clients, providing telephonic support (if possible) and coordinating resolution of cases within SLA/deadline in conjunction with external business partners.
• To provide technical support on site by coordinating appointments to resolve cases with key contact at customer, organizing required parts and equipment and providing support within deadline / SLA in conjunction with external business partners.
• To coordinate resolution of escalated technical cases 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
• To follow-up with customers after cases are closed by contacting clients via telephone or email, verifying case is fully resolved, reopen/open cases if the issue is recurring and resolve within deadline
• To proactively provide technical support to customers by receiving ad hoc customer support requests while on site, after hours etc., by receiving request for support from customer, logging case on system, providing technical support and closing case or distributing case correctly immediately
• To provide expert technical support by receiving escalated cases, evaluating and resolving or escalating according to escalation policy and providing feedback to customer until resolved

Modifications

• To conduct modifications by receiving notification of modification/enhancements, upskilling on technical requirements, contacting customers to schedule modification and conducting as per specifications and standards and within deadline.

Installation and Deinstallation

• To initiate project installation / de-installation by being appointed as project installation lead, engaging with Project Manager, agreeing installation requirements and specifications, conducting site inspection, understanding customer expectations and requirements and developing installation plan within deadline
• To conduct installation /de-installation by preparing all equipment and parts and installing system according to specifications, installation manuals and standards within deadline and as per plan

Customer Services and Support

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

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 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 receive and quality check instruments and reagents on arrival by verifying against packaging / order list, coordinate distribution to sites, inspect on arrival at site and address and resolve issues as required and as defined
• To complete expense reporting by complying with the policy and system requirements monthly and as required
• To maintain an 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 maintain tools of trade by verifying and maintaining calibration and storing and maintaining according to specifications and standards at all times

Mentoring and Coaching

• To mentor engineers and customers that require additional assistance by demonstrating technical skill, answering questions, providing guidance on processes, training and supporting as required
• To coach engineers and customers by investigating issues, understanding influences and supporting engineer or customer to resolve the issue
• To train customers by developing training materials, conducting training and assessing understanding as required

Safety, Health and Environment

• Comply with SHE rules, standards, regulations set out by Group SHE as well as local affiliates.
• Participate and complete all assigned SHE training.

Qualifications and Experience

• BSc/BTech in Electrical/Electronic Engineering/ Mechanical Engineering/Biomedical Technology or equivalent
• 3 - 5 years technical support services experience in the medical diagnostic industry experience is preferred
• Must have knowledge of:
  • Customer service
  • Technical support
  • Medical instrumentation installation and maintenance
  • Project Coordination
  • Coaching and Mentoring

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

Recommended skills & abilities

• Political Savvy
• Customer services and care
• Teamwork and collaboration
• Accountability
• Accuracy and attention to detail
• Communication (verbal and written)
• Decision making
• Planning, organising and prioritising
• Problem solving
• Self-management and maturity
• Physical requirements
• Ability to travel nationally and internationally
• Ability to work overtime and shifts