Field Service Engineer | Laboratory Diagnostics

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

A healthier future. It is what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That is what makes us Roche.

• Global reputable company | Career growth opportunities

• Full time permanent position | Annual Bonus and Car Allowance

• Base salary between $100,000-$120,000

• Supportive and dynamic team | Agile ways of working

Roche Diagnostics New Zealand (RDNZ) has just opened an exciting opportunity for the position of Field Service Engineer to be based in Wellington. The key purpose of this position is to carry out the engineering service function for the assigned Squad, but the responsibilities may flex across the other squads as per business requirements. There is a requirement of training and continuing education on the portfolio, instrument and product troubleshooting, instrument installation and commissioning, instrument maintenance procedures and all manufacturer modifications, and other issues of instrument aftersales services to the satisfaction of the RDNZ customer base and in line with our organisational SOPs and policies.

Leveraging your Laboratory Diagnostics engineering experience, responsibilities of this role include but are not limited to;

• Ensure existing and new customer base are supported with quality after-sales service.

• Participate in an on-call roster to ensure customers are supported 24 hours 7 days.

• Instrument trouble-shooting service is provided, is efficient and fulfils the needs of our customers.

• Ensure RD maintains Service Level Agreements (SLA) conditions with regards response times for phone support and onsite customer visits.

• Chapter Lead Service, relevant Marketing Managers and Strategic Key Account Managers are kept aware of all product issues.

• Participate in Account Management Strategies.

• Spare parts stock are organized and maintained to avoid excess stock accumulation in consignment and are returned to 3PL warehouse.

• To complete all documentation required within the required timeline requested.

• Business opportunities are identified and implemented in accordance with internal and external stakeholders.

• To keep CRM (Rexis/\NFSS) customer records up to date, relevant and accurate.

• Ensure Service Contract information is followed for all service activities / work orders.

• Provide cover and travel as required for territories where engineering resources are required to meet business demands and customer needs.

• Complete timely pre-installation inspections and installation of new and refurbished RD and other analytical systems within areas of responsibility.

• Displays an understanding of, and adhere to, all SHE policies and principles to ensure the health and safety of all at the workplace.

Who You Are:

You are someone who wants to influence your own development. You are looking for a company where you have the opportunity to pursue your interests across functions and geographies and where a job title is not considered the final definition of who you are, but the starting point.

To be successful in this position, you will be an experienced engineer, and will be able to demonstrate the following:

• Minimum 5 years of experience in a similar role with tertiary qualification in Engineering (Electrical / Mechanical) or Science is desired

• Understanding of Diagnostic & Research Laboratories environment

• Appropriate work-related certificates including Electrical Appliance Serviceperson (EAS) Registration or the ability to obtain one.

• Outstanding communication and networking skills

• Ability to think strategically, develop plans and manage their execution through teamwork and collaboration.  System thinker with the energy to drive continuous improvement

• Be focused on collaboration and set aside ego and function/community in the interests of achieving the best results which helps others achieve success.

• Actively seek help and feedback, and do not be afraid to give feedback.

• Be able to represent the company externally, and build meaningful external relationships with relevant stakeholders in support of long-term sustainability.

• Excellent relationship building skills

• Energy to mobilize and execute in complex environments with flexibility

• Enthusiasm to lead, learn and drive excellence in the customer experience

• Ability to travel domestically and internationally at a short notice.

A valid driver’s license is essential.

This role is only open to candidates that have full eligibility to live and work in New Zealand.

We do not accept any unsolicited resumes or enquiries from recruitment agencies- Roche has a dedicated in-house Talent Acquisition team.

What we offer

Roche offers rewarding growth opportunities, a competitive remuneration package and a collaborative culture where people are united in purpose and will stretch you to be brave, speak up and think differently. Feel empowered to deliver meaningful outcomes, supported by accessible and inspiring leaders. 

Roche encourages a high-performance culture where you are empowered and trusted to make decisions. We strive for excellence and extraordinary results and take a genuine interest in our people and their well-being, and our patients.

Take pride in knowing you can make a difference to millions of patients worldwide in developing diagnostics and treatments for oncology, neuroscience, inflammation, immunology, ophthalmology, rare diseases, respiratory disease and diabetes.

We are committed to providing an inclusive, safe, secure and healthy workplace, and to minimise any such impacts to our employees, customers and the community. We welcome applications from all people and encourage you to advise of any individual circumstances that may require consideration.

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.