Field Service/Support Engineer

About the role

Roche is seeking a Field Service/Support Engineer to provide specialized technical support, preventive and corrective maintenance, and high‑level assistance for in‑vitro diagnostic (IVD) systems installed in customer laboratories. The role works closely with Application, Sales and Customer Service teams to ensure optimal equipment availability, compliance with GxP quality standards, and full customer satisfaction.

Key responsibilities

• Install, calibrate, perform preventive maintenance and repair IVD instruments and automation systems at assigned laboratories.
• Diagnose and resolve complex hardware and software incidents, meeting Service Level Agreements.
• Document all service activities in CRM/ERP systems in accordance with GxP regulations.
• Provide technical training to laboratory end‑users on equipment handling, preventive care and best practices.
• Collaborate with Application Specialists and commercial teams to optimise technical performance of the portfolio.
• Manage inventory of spare parts, tools and critical components for support calls.
• Identify continuous‑improvement opportunities in service processes and implement proactive solutions.

Required profile

• University degree or technical diploma in Electronic, Biomedical, Electromechanical, Mechatronics engineering or related field.
• Previous field‑service experience with medical equipment or IVD diagnostic systems.
• Strong analytical and problem‑solving abilities, customer‑oriented communication skills.
• Intermediate to advanced English proficiency for reading technical manuals and global training.
• Valid driver’s licence for travel to customer sites.

Required skills

• Electronics
• Hydraulics
• Pneumatics
• Optics
• Computer networks
• Integrated software systems
• Calibration
• Preventive maintenance
• Troubleshooting hardware and software
• Inventory management