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We are building a team of ‘Mass Spectrometry Service Experts’ - technicians and scientists - who will be responsible for the customer support of our new Mass Spectrometry analyzer. This international team will do the cross-country support remotely and on-site in Europe and Middle East. Do you feel the passion, and would you like to be part of this new exciting journey?
We are currently seeking a highly skilled and experienced Senior Field Service Engineer (d/f/m) with mass spectrometry (MS) experience and liquid chromatography (LC) knowledge to join our international team. You will provide cross-border technical support to our customers in hospitals and commercial laboratories in the Middle East and Europe. Your role will involve implementation, preventative maintenance, repairs, and other service activities.
Your Responsibility
You will coordinate the technical installation of instruments, including site preparation, system testing, application of reagents, customer training, routine support, and handover.
You will contribute to complex, cross country, cross-functional and global teams, taking a leading role when required and navigating complex situations by applying a diverse skill set.
You are responsible for several Roche instruments, training, maintenance and repair, ensuring adherence to general guidelines for target agreements and economic efficiency.
You will handle customer and employee inquiries, resolving errors, complaints, and complex problems independently remotely and on-site. You utilise digital service tools to effectively solve problems.
You will ensure adherence to internal processes, and training/support concepts, while proactively introducing new ideas for optimization and engaging in knowledge transfer across stakeholders to ensure timely and high-quality information management.
Finally, you propose and implement activities aligned with customer satisfaction surveys and ongoing customer and business area feedback.
Who You Are
You hold a Master/Bachelor Engineer or Technical High school degree (e.g. medical technology, electrical engineering, mechatronics, chemical or biomedical engineering) or comparable technician training above average with good previous service experience in a related field
You have a substantial level of experience as a field service engineer in the medical-technical environment in the laboratory diagnostics industry, preferably in liquid chromatography and quantitative mass spectrometry, and have advanced knowledge of electronics, hydraulics, and IT. Application experience is appreciable
You are customer focused and good at establishing productive customer relationships within a complex matrix environment.
You have excellent interpersonal skills, reliability, and ability to communicate effectively at all levels.
You have a advanced analytical skill, are target-oriented, meticulous, well organized, and have advanced problem-solving skills and ability to work under pressure
You are fluent in both English and Arabic language
You are flexible, mobile, and willing to travel up to 75% of the time across Middle East and Europe. You have a valid driving license are able to obtain international driving license when required
If you are a highly motivated and experienced Mass Spectrometry Field Service Expert with a passion for providing exceptional customer support and possess the necessary technical expertise, we would love to hear from you. Join our team and contribute to our mission of making a difference in the lives of patients and healthcare professionals.
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.