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Field Service Engineer, IT Field Service Engineer, Roche Jobs,
Field Service Engineer
Roche Diagnostics in Nairobi, Kenya is seeking a Field Services Engineer to provide diagnostic instrumentation post-sales technical support in accordance with the manufacturers specifications and Roche Diagnostics standards.
Key Responsibilities:
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Technical Support
- Resolve/take accountability for cases by receiving case, contacting client, providing telephonic support (if possible) and coordinating resolution of case within SLA/deadline.
- Provide technical support on site by coordinating appointment to resolve case with key contact at customer, organizing required parts and equipment and providing support within deadline / SLA.
- Coordinate resolution of escalated technical cases by identifying issues that require escalation, referring to appropriate escalation process, providing feedback to customers, internal sales and line manager, following up until resolved and closing case within customer expectations.
- Follow-up with customers after cases are closed by contacting clients via telephone or email, verifying case is fully resolved, reopen/open cases if the issue is reoccurring and resolve within deadline.
- Proactively provide technical support to customers by receiving adhoc customer support requests while on site, after hours etc., by receiving request for support from customer, logging case on system, providing technical support and closing case or distributing case correctly immediately.
Modifications
To conduct modifications by receiving notification of modification/enhancements, upskilling on technical requirements, contacting customers to schedule modification and conducting as per specifications and standards and within deadline To manage the modification projects by engaging with internal stakeholders and providing technical guidance on.
Installations & De-Installations
- Initiate installation / de-installation projects by being appointed as project installation lead, engaging with Project Manager, agreeing installation requirements and specifications, conducting site inspection, understanding customer expectations and requirements and developing installation plan within deadline.
- Conduct installation /de-installation by preparing all equipment and parts and installing system according to specifications, installation manuals and standards within deadline and as per plan.
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Customer Service Support
- Maintain a customer centric approach with all customer engagements by aligning with the Roche values, maintaining professionalism, providing quality technical support and advice and delivering according to their expectations and SLA at all times.
- Proactively resolve customer issues by conducting courtesy visits, identifying potential issues and resolving and taking preventative action at all times.
Administration
- Provide customers with all case relevant documentation by completing case reporting, collating documentation and issuing (email/print and issue) to the customer within deadline.
- Manage customer support stock levels (boot-stock) by reconciling stock, recording stock utilisation, ordering additional stock, complying with the used and unused returns authorisation and the stock control processes at all times.
- Address stock discrepancies by identifying inconsistencies, refer to relevant department for resolution and follow-up until resolved monthly.
- Complete expense reporting by complying with the T&E policy and system requirements monthly and as required.
- Complete overtime reports by capturing overtime, signing and submitting by deadline monthly.
- Maintain an up to date and accurate planning board and team planner by capturing daily and long term planned activities according to standards and by daily deadline.
- Maintain technical compliance standards by completing e-learning modules or training and achieving required compliance standards as required and within deadline.
- Maintain tools of trade by verifying and maintaining calibration and storing and maintaining according to specifications and standards at all times.
You, as an ideal candidate, will have the following skills, experience and education:
- Essential: Diploma in Electrical Engineering or Mechanical Engineering or Biomedical Technology or equivalent.
- Experience: 2-3 years technical support services experience – medical diagnostic industry experience is preferred.
- The successful candidate needs to be in possession of a valid drivers license and have a valid passport (within 3 months of employment)
Posted until
IT Field Service Engineer
Roche in Nairobi, Kenya is seeking an IT Field Service Engineer for the Diagnostics portfolio, to provide diagnostic instrumentation post-sales technical support in accordance with the manufacturers specifications and Roche Diagnostics standards.
Key Responsibilities:
Technical Support
- Support clients technical support needs by advising on the systems and products in line with global requirements and by installing computer hardware and software in line with client needs and relevant SOPs.
- Identify system problems by troubleshooting, analysing the issues, conducting research and recommending relevant solutions.
- Plan for installations and sourcing of required boot/car stock (IT hardware, software and associated materials and equipment) by preparing warehouse requisition documentation and receiving the stock well before the scheduled installation as required.
- Support installations and upgrades by implementing relevant computer hardware and software solutions in line with manufacturing standards for installation and upgrades.
- Support full registration of software with GCS (Global) and full integration of computer hardware and software systems for relevant diagnostic instrument/s with the relevant LIS (laboratory Information System) by complying with the correct communication protocols.
- Support resolution of complex problems by escalating the related challenges to relevant stakeholders and follow up on their resolution in line with company policy or SOPs as required.
- Support complex IT installations by providing IT project management support for related technical work.
- Provide Electronic Field (Case) Service Reports by completing the report and sharing it with the relevant stakeholders within 24 hours of completion of allocated work.
Stakeholder Management
- Serve clients and stakeholders by adhering to client service level agreements deliverables & department planning and activities roster (including timelines) in respect of IT support services.
- Maintain a high level of customer engagement by conducting visits to client sites and providing regular feedback on IT hardware and software elements.
- Support technical knowledge of clients and other stakeholders by providing relevant training on the IT software program/s and/or reporting applications, advising business areas with relevant IT hardware and/or software knowledge and specifications and providing IT assistance to cross-functional teams.
You, as an ideal candidate, will have the following skills, experience and education:
- Essential: A diploma or degree qualification in Information Technology/ Information Systems/Systems Development or equivalent.
- Experience: 3- 5 years’ experience in IT hardware and software technical configuration support
- The successful candidate needs to be in possession of a valid drivers license and have a valid passport (within 3 months of employment)
- Required knowledge: Service CRM case management systems (logging case details).
Job Level:Individual contributor
Posted until
Call Center Specialist
Roche in Nairobi, Kenya is seeking a Call Centre Specialist for Diagnostics. The role will entail allocating resources to facilitate installations, deinstallations, emergency repairs and preventative maintenance and to maintain the call centre system to ensure uninterrupted service provision.
Key Responsibilities:
Resource Planning & Dispatching
- Coordinate installations and de-installations by identifying resource availability, allocating and booking resources to undertake site inspections and confirming dates with relevant parties and on the system.
- Allocate resources to address export calls by receiving the requests, analysing requirements, identifying required skills and resources, allocating and booking resources and providing feedback to the client and relevant manager daily and as required.
- Allocate resources to address emergency repairs by receiving requests, analysing requirements, identifying required skills and resources, allocating and booking resources and providing feedback to the client daily and as required.
- Schedule preventative maintenance by identifying equipment that requires preventative maintenance, engaging with clients, identifying resources required and booking services with clients with service contracts, facilitating provision of quotes and booking appointments on receipt of purchase orders for clients without a service contract as required.
- Monitor the planning board by analysing resourcing levels, identifying gaps and anomalies, identifying risks, communicating potential conflicts and monitoring implementation of corrective action daily and as required.
Customer Service Management
- Monitor customer services by engaging with customers, analysing feedback received, identifying trends and patterns and providing feedback and following up on resolution of issues identified by clients weekly and as required.
- Monitor potential compliance cases by identifying potential risks, identifying resources required and scheduling for investigation and communicating with relevant parties.
Call Centre System Management
- Manage the call centre system by defining parameters, updating the configuration, monitoring performance, identifying areas of risk, setting up and activating back-up systems, communicating with relevant parties and implementing corrective action weekly and as required.
You, as an ideal candidate, will have the following skills, experience and education:
- Essential: A diploma or degree qualification in biomedical technology or similar.
- Experience: 3- 5 years’ experience in a laboratory environment.
- Required knowledge: Health care regulatory frameworks.
Job Level:Individual contributor
Posted until