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Field Support Technician - Baltimore, MD

Territory: Travel throughout Mid-Atlantic but primarily in Baltimore. Qualified candidates must currently reside within 50 miles of Baltimore.

Work Schedule: Monday-Thursday - 10hr days

Travel: 80%

Job Facts:

This is an exciting time to join Roche Support Network. If you are passionate for problem solving then this is the position for you! As a research-focused healthcare company, Roche discovers, develops and provides innovative diagnostics and therapeutic products and services that deliver significant benefits to patients and healthcare professionals - from early detection and prevention of diseases to diagnostics, treatment and treatment monitoring. Roche is a successful company that can offer exciting career opportunities. We encourage and support your development in areas of your interest which will prepare you for the next level in your career path. We know that people are responsible for our success and we value our employees. Our commitment is to create a work environment where feeling valued, respected, and empowered is a daily experience.

The Opportunity:

The Roche Support Network group is committed to providing industry-defining support to its customers. This position serves as a higher level resource and expert for the technical repair and installation of Roche products for assigned product lines and geographies.  Provides non-routine and complex technical support to customers on operational and maintenance aspects of system equipment.  Performs on-site service, repair and/or installation of company product(s).  This may include any aspect of field support and is not limited to mechanical/system hardware and software, networking/wireless networking.  Serves as customer contact for non-routine and/or complex technical and service related problems.  Works on problems of difficult scope where advanced troubleshooting is required.  Applies a broad knowledge of practices and principals in analyzing situations or data.  Diagnoses mechanical, hardware, software and system failure, using established procedures.  Determines most cost effective repair/resolution to minimize customer downtime. Prepares reports for analysis or products failure trends and service ability issues.  Documents all activity in a manner compliant with company’s quality procedures.

You will have specialized knowledge generally of particular area, system or equipment.  Requires specific training and certification.  Applies some advanced skills to the position or specialization.  May adapt procedures, processes, tools equipment and techniques to meet the more complex requirements of the position. Duties are generally routine but may include non-routine tasks. Resolves most questions and problems and refers only the most complex issues to higher levels.

You will be responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.

Who you are:

  • High school diploma and 2 years of technical school or equivalent military training or equivalent work experience.
  • Successfully training or certification as defined by RD Services Leadership and policy.
  • Knowledge of electronics, electro-mechanical systems, and information technology.
  • Knowledge of basic chemistry.
  • Good written/verbal communication, organization and prioritization skills.
  • Effective customer service skills, which includes a positive attitude and helpful customer interaction.

Roche is an equal opportunity employer.

Customer Support, Customer Support > Technical & Application Support

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