Mass Spectrometry: Field Service Engineer Expert (d/m/f)

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We are building a team of Mass Spectrometry Service Experts - technicians and scientists - who will be responsible for the customer support of our new Mass Spectrometry analyzer. This international team will do the cross-country support remotely and on-site in Europe and Middle East.

Purpose:

We are currently seeking a highly skilled and experienced Field Service Engineer Expert (d/f/m) with mass spectrometry (MS) experience and liquid chromatography (LC) knowledge to join our international team. You will provide cross-border technical support to our customers in hospitals and commercial laboratories in the Middle East and Europe. Your role will involve implementation, preventative maintenance, repairs, and other service activities.

Responsibilities:

• You will coordinate the technical installation of instruments, including site preparation, system testing, application of reagents, customer training, routine support, and handover.
• You will contribute to complex, cross country, cross-functional and global teams, taking a leading role when required and navigating complex situations by applying a diverse skill set.
• You are responsible for several Roche instruments, training, maintenance and repair, ensuring adherence to general guidelines for target agreements and economic efficiency.
• You will handle customer and employee inquiries, resolving errors, complaints, and complex problems independently remotely and on-site. You utilise digital service tools to effectively solve problems.
• You will ensure adherence to internal processes, and training/support concepts, while proactively introducing new ideas for optimization and engaging in knowledge transfer across stakeholders to ensure timely and high-quality information management.
• Finally, you propose and implement activities aligned with customer satisfaction surveys and ongoing customer and business area feedback.

Who you are:

• Master/Bachelor Engineer or Technical High school degree (e.g. medical technology, electrical engineering, mechatronics, chemical or biomedical engineering) or comparable technician training above average with good previous service experience in a related field.
• You have a substantial level of experience as a field service engineer in the medical-technical environment in the laboratory diagnostics industry, preferably in liquid chromatography and quantitative mass spectrometry, and have advanced knowledge of electronics, hydraulics, and IT. Applicative experience is appreciable.
• Excellent working approach with a strong customer focus.
• Proficiency in building productive customer relationships within a complex matrix environment.
• You have excellent interpersonal skills, reliability, and ability to communicate effectively at all levels. You have a strong analytical approach, target-oriented, meticulous, and organised.
• Proficient/advanced problem-solving skills and ability to work under pressure.
• Fluency in both French and English is mandatory.
• Driver's licence B required (minimum of 3 years seniority).
• Flexible approach to work and travel to and around Europe and the Middle East, based on European working hours.

Availability to travel up to 75% of the time.

You are based in the area of Paris, in close distance to an airport and open to travel to the Middle East area and diverse European countries on a regular basis.

If you are a highly motivated and experienced Mass Spectrometry Field Service Expert with a passion for providing exceptional customer support and possess the necessary technical expertise, we would love to hear from you. Join our team and contribute to our mission of making a difference in the lives of patients and healthcare professionals.

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.