Technical Support Engineer - Core Lab North 1

About the role

Roche Diagnostics is seeking a Technical Support Engineer to ensure optimal performance of diagnostic instruments at customer sites. The role involves routine maintenance, troubleshooting, installation, and delivering high‑quality technical service in line with Roche’s standards.

Key responsibilities

• Conduct preventive maintenance, calibration and repairs on diagnostic equipment.
• Install and validate new instruments at customer sites according to specifications and compliance requirements.
• Collaborate with engineering, customer service and global support teams to resolve complex technical issues.
• Document service activities, generate performance reports and maintain accurate records.
• Provide user training for customers, distributors and internal stakeholders.
• Manage spare parts inventory to ensure availability and cost control.
• Serve as primary contact for customer inquiries and complaints, handling case logging and resolution.
• Lead or support cross‑functional projects, coordinating resources to meet objectives.

Required profile

• Associate’s degree or higher in Electrical, Electronics, Mechanical, Biomedical Engineering or related field.
• Minimum 2 years of technical service or field support experience; medical device experience preferred.
• Good compliance track record with no material violations in the past five years.
• Valid driver’s license for small passenger vehicles and personal vehicle required.
• Willingness to travel domestically (~10%) and internationally (1‑2 times per year) and to work occasional evening hours.

Required skills

• Proficiency in Microsoft Word, Excel and PowerPoint.
• Basic SQL knowledge.
• Intermediate English reading and writing skills; basic listening and speaking for cross‑functional communication.
• Strong communication abilities and a customer‑centric mindset.