Field Service Engineer

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 Opportunity
The Field Service Engineer (FSE) is responsible for providing on-site technical support for the installation, commissioning, preventative maintenance, and troubleshooting of Roche equipment. This role involves traveling to customer sites to ensure equipment is operating at peak performance. This individual will work under general supervision, handling routine service calls independently while assisting senior engineers on more complex issues.

Key Responsibilities:
- Ensure constant coverage of the area, setting up priorities of technical assistance in case of overload of activities.
- Deliver the planned system installations and carry out installations as per Roche standards.
- Ensure all service activities are performed and documented in a timely manner as per Roche standards.
- Ensure coverage and support in line with agreements with customers and necessary accreditation requirements are met. 
- Escalate technical issues, PRI/PSI to appropriate internal stakeholder and follow up for closure.
- Timely forecast spare parts of systems for line of expertise.
- Ensure Key deliverables eg Uptime, customer satisfaction, Value of service etc to manage expectations for assigned strategic customers are met
- Accountable for  mandatory  upgrades/ modifications for assigned systems and ensure that been done for all systems in the country
- Provide expert technical opinion, identify possible solutions and recommend strategies that lead to timely and effective resolution of high priority issues. Act as mentor and lend support to FSEs to resolve complex and persistent issues.
- Accountable for assigned administrative tasks (PPM scheduling, Modifications, e services, Service Marketing, Service revenue, etc), 
- Establish and develop a relationship with the customer that enhances the reputation and professionalism of Roche Diagnostics.
- Provide clear and appropriate customer communication, including pro-active arrangement of routine preventative and corrective maintenance visits.
- Ensure that all administration and back office tasks is completed in a timely and accurate manner, and ensure that all administration is completed in a timely and accurate manner.
- Manage petty cash for day-to-day operations and oversee the processing of monthly claims, highlighting strong financial management skills.

Who you are
- Good Background for Technical Support and instruments handling.
- Experience in dealing with Health care public sector. 
- Excellent communication and interpersonal skills for effective collaboration with various teams.
- Ability to manage multiple projects simultaneously and work under tight deadlines.
- A proactive approach to problem-solving and continuous improvement.

Qualification and Experience

- Bachelor Engineering, Biomedical, Electronic, Mechatronics or relevant fields. (Kuwaiti nationality preferred).
- 1 year of hands-on experience in a technical support, maintenance, or field service role.
- Strong problem-solving skills, and the ability to communicate effectively with customers and colleagues.
- Motivated to work in a hands-on environment and support field operations.

- Excellent teamwork and communication skills, with a proactive and learning-oriented mindset.
- Strong understanding of digital technologies, Automation and their application in service operations.
- Excellent communication skills with the ability to convey strategic concepts to a diverse audience.
- Detail-oriented and able to work independently as well as collaboratively in a team environment.
- Fluent English is mandatory; Arabic Language is a Must.

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.

Roche is an Equal Opportunity Employer.