IT Service Engineer

Job description

·  Job facts

The position

We are seeking an IT Service Engineer who will be responsible for performing field service support for our business areas such as Professional Diagnostics (PD), Molecular Diagnostics (MD) and Tissue Diagnostics (TD), and carrying out activities relating to instrument troubleshooting, instrument installation, instrument preventive maintenance procedures and other issues of instrument after sales service to the satisfaction of the customers. You will also be required to provide efficient and excellent after-sales service to enhance customer satisfaction.

You will report all field activities to immediate superior via Rexis, Service Meetings, Service Reports, Instrument Movement forms. You will be responsible for instrument IT related activities such as installation, commissioning and instrument troubleshooting for all PD, MD & TD instruments. You will maintain high level of service by ensuring service calls are responded promptly as per customers' reasonable expectations. You will ensure schedule Preventive Maintenance are performed accordingly to schedule so that such services can be timely invoiced. You will perform filing of Service News and update active instrument base records. You will openly communicate all technical issues through regular internal meetings to rectify all customer complaints. You will escalate and follow-up local unsolved complaints to Global System Support via the REXIS system.

Who we are

At Roche, 98,000 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.

Desired profile

Who you are

You are someone who influences your own development, pursues your interests across functions and geographies, and understands that a job title is not the final definition of who you are, but a starting point.

You should ideally possess a minimum Diploma in IT, with at least 2 years of working experience in a relevant service field. Any experience with clinical instruments in a hospital environment or knowledge of laboratory workflow will be an added advantage.

A customer-oriented team player with good communication skills, you should be willing to work outside normal office hours. You should ideally have experience in TCP/IP, Windows 2003 / 2008 servers. Knowledge in Crystal report, MSSQL, directory routes, firewalls, DNS/ DHCP, HL7, etc. and knowledge and certification in cybersecurity will be an added advantage.

Apply online with your full resume, current and expected salaries by 15 February 2020. Shortlisted candidates will be notified within 4 weeks from the application closing date.

Roche is an equal opportunity employer.
Customer Support, Customer Support > Technical & Application Support

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