Field Service Engineer (Mombasa) at Roche Kenya

About the job

• Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position
MAIN PURPOSE:

• To provide the diagnostic instrumentation post-sales technical support in accordance with the manufacturers specifications and Roche Diagnostics standards.

Technical Support

• To resolve/take accountability for cases being resolved by receiving case, contacting client, providing telephonic support (if possible) and coordinating resolution of case within SLA/deadline
• To provide technical support on site by coordinating appointment to resolve case with key contact at customer, organizing required parts and equipment and providing support within deadline / SLA
• 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 reoccurring and resolve within deadline
• To proactively provide technical support to customers by receiving adhoc 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

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 To manage the modification projects by engaging with internal stakeholders, providing technical guidance on

Installations and De-installation

• To initiate installation / de-installation projects 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 Service 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 complete expense reporting by complying with the T&E policy and system requirements monthly and as required
• To complete overtime reports by capturing overtime, signing and submitting by deadline monthly
• 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

SHE

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

KEY WORK RELATIONSHIPS:
Internal
Roche Diagnostic SA

• Professional Services Team
• New Business Development
• Application Specialist Teams
• Operations
• Customer Services
• Quality
• HR
• IT

International

• Global Support Structures

External
Customers

• Outsourced Service

Providers

• Third Party Providers of

Complimentary Services
ROLE-SPECIFIC REQUIREMENTS:
Qualifications & Experience

• NQF 6/7 in relevant field
• National Diploma in Electrical Engineering/ Mechanical Engineering/ Biomedical Technology or equivalent (NQF level 6) B Tech or related degree as per above (NQF level 7) is preferred
• 1-3 years technical support services experience - medical diagnostic industry experience is preferred

Must have knowledge of:

• Customer service
• Technical support
• Medical instrumentation installation and maintenance In the absence of relevant qualifications, experience in the relevant field and at the relevant level will be considered

Recommended Skills & Abilities

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