Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to
improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof
have made Roche the leader in personalised healthcare - a strategy that aims to fit the right treatment to each patient in the best way possible.
Roche is the worl...
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As a Field Service Engineer, you will be expected:
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
To implement equipment software and hardware Modifications as per the manufacturer's recommendations.
To complete equipment installations and de-installations following Manufacture's guidelines.
Who you are:
A holder of:
National Diploma in Electrical Engineering/ Mechanical Engineering/ Biomedical Engineering or equivalent.
BSc. Biomedical Engineering or related degree as per above is preferred
1-3 years technical support services experience - medical diagnostic industry experience is preferred
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