New Hiring Opportunity at Roche

Here is a new hiring opportunity at Roche. Roche Diagnostics in Ghana is looking for a Field Service Engineer to deliver post-sales installation and technical support for diagnostic instruments, following the manufacturer’s specifications and Roche Diagnostics standards.

Key Challenges

Assistance with Technology

To address/assume responsibility for cases by accepting cases, reaching out to clients, offering phone support (when feasible), and coordinating case resolutions within SLA/deadline alongside external business partners.
To deliver on-site technical assistance by arranging appointments to address cases with the customer’s primary contact, organizing necessary parts and equipment, and ensuring support is provided within the deadline/SLA in collaboration with external business partners.
To manage the resolution of escalated technical issues by identifying problems that need escalation, adhering to the correct escalation procedures, offering feedback to customers, internal sales, and line managers, ensuring follow-up until resolved, and closing the case within customer satisfaction.
To reach out to customers after case closures by getting in touch through phone or email, confirming that the case is completely resolved, reopening or initiating cases if the problem persists, and addressing them within the set timeframe.
To actively offer technical assistance to customers by addressing spontaneous support requests on-site, after hours, etc., by acknowledging customer requests for help, documenting cases in the system, delivering technical support, and either resolving cases or promptly routing them as needed.
To offer specialized technical assistance by handling escalated cases, assessing and solving or further escalating as per escalation policy, and giving feedback to the customer until the issue is resolved.

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Project Coordination

To address/manage accountability for cases by obtaining cases, reaching out to clients, offering phone support (if feasible), and facilitating case resolutions within SLA/deadline alongside external business partners.
To offer on-site technical assistance by scheduling meetings to address issues with the primary customer contact, arranging necessary parts and equipment, and delivering support within the agreed-upon deadline and service level agreement alongside external business partners.
To manage the resolution of escalated technical cases by pinpointing issues that need escalation, adhering to the proper escalation procedure, giving feedback to customers, internal sales, and line managers, following up until resolved, and concluding the case within customer expectations.
To check in with customers once cases are closed by reaching out to clients through phone or email, confirming that the case is completely resolved, reopening or opening cases if the problem persists, and addressing them within the deadline.
To offer specialized technical assistance by accepting escalated cases, assessing and addressing or promoting according to escalation guidelines, and giving updates to the customer until the issue is resolved.

Modifications

To implement changes by obtaining notifications for modifications/enhancements, improving technical skills, reaching out to customers for scheduling alterations, and executing according to specifications and standards within the timeline.

Installation and Deinstallation

To commence project installation or de-installation by being designated as project installation lead, collaborating with the Project Manager, confirming installation requirements and specifications, performing site inspection, grasping customer expectations and needs, and formulating an installation plan within the timeline.
To carry out installation/de-installation by gathering all necessary equipment and components, and setting up the system according to guidelines, installation manuals, and standards within the specified timeframe and per the schedule.

Customer Services and Support

To uphold a customer-focused strategy in all interactions by adhering to the Roche values, ensuring professionalism, offering quality technical assistance and guidance, and consistently meeting their expectations and SLA.
To actively address customer concerns through courtesy visits, recognizing potential problems and resolving them while taking preventive measures consistently.

Administration

To deliver all documentation pertinent to the case by finalizing case reporting, gathering the necessary paperwork, and sending (via email/printing and issuing) to the customer by the deadline.
To finalize expense reporting by adhering to the policy and system criteria on a monthly basis and as necessary.
To keep a current and precise planning board and team planner by recording daily and long-term scheduled activities in line with standards and by daily due date.
To uphold technical compliance standards by finishing e-learning modules or training and meeting necessary compliance standards as needed and on schedule.
To ensure trade tools are kept by checking and preserving calibration, as well as storing and maintaining them according to specifications and standards consistently.
To oversee customer support inventory levels (boot-stock) by balancing stock, documenting stock usage, requesting more stock, and adhering to the policies for used and unused returns.
Authorization and inventory management procedures consistently
To resolve stock discrepancies by pinpointing inconsistencies, consult the appropriate department for a solution and ensure follow-up until monthly resolution occurs.

Mentoring and Coaching

To coach engineers and clients who need extra help by showcasing technical expertise, responding to inquiries, offering process guidance, training, and supporting as needed.
To guide engineers and clients by examining problems, recognizing factors, and assisting the engineer or client in finding a solution to the issue.
To educate customers by creating training resources, facilitating training sessions, and evaluating comprehension as needed.

Security, Well-being, and Ecology

Adhere to the SHE rules, standards, and regulations established by Group SHE and local affiliates.
Engage in and finish all required SHE training.

Who You Are

As a perfect candidate, you will possess the following qualifications, experience, and abilities:

BSc/BTech in Electrical/Electronics Engineering/Mechanical Engineering/Biomedical Engineering or similar qualifications.
Preferred is 3–5 years of experience in technical support services within the medical diagnostic industry.
You should possess an understanding of:
Client assistance
Customer Assistance
Installation and upkeep of medical equipment
Project Management
Guidance and Support

If applicable qualifications are lacking, experience in the pertinent field and at the appropriate level will be taken into account.

Recommended skills & abilities

Customer services and care
Teamwork and collaboration
Accountability
Accuracy and attention to detail
Communication (verbal and written)
Decision making
Planning, organizing and prioritising
Problem-solving
Self-management and maturity
Physical requirements
Ability to travel nationally and internationally
Ability to work overtime and shifts

Who We Are

At Roche, over 100,000 individuals in 100 nations are advancing the boundaries of healthcare. By collaborating, we’ve established ourselves as one of the top research-oriented healthcare organizations globally. Our achievements depend on creativity, inquisitiveness, and variety.

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How to Apply: New Hiring Opportunity at Roche

Click Here to Apply Online

Closing Date: March 18, 2025