Field Service Engineer

At Roche you can show up as yourself, embraced for the unique qualities you bring.

Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally.

This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come.

Join Roche, where every voice matters.

The Position

A healthier future.

It’s what drives us to innovate.

To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come.
Creating a world where we all have more time with the people we love.
That’s what makes us Roche.  

The Opportunity


Roche Diagnostics in South Africa is seeking a Field Service Engineer to join our dynamic team.

This role is based in Mpumalanga.
As a Field Service Engineer you will provide the diagnostic instrumentation post-sales technical support in accordance with the manufacturers specifications and Roche Diagnostics standards.

Key Challenges

Installation/De-installations
To manage technical installation / de-installation in collaboration with the project installation and Implementation teams, engaging with Project Manager, agreeing installation requirements and specifications, conducting site inspection, understanding customer expectations and requirements and assisting in developing installation plan within deadline.

Technical / Application Support


* To provide customer support and assistance by understanding customer issues, evaluating cause, providing solutions (telephonic and on site as relevant) and resolving within deadline / SLA. 


* To provide Specialist technical /product advice and guidance to sales by receiving requests from sales, understanding customer specification, providing expertise and advice and making recommendations as required.


* Support all modifications and support role out plan to meet Global modification KPI’s.


* To support technical field support for cases by receiving cases, contacting clients, providing telephonic support (if possible) and coordinating resolution of cases within SLA/deadline .


* To provide Specialist technical support on site by coordinating appointment to resolve case with key contact at customer, organizing required reagents, consumables and quality control materials and providing support within deadline / SLA


* To support and resolve escalated technical cases and co-share findings with the technical support team.

If required to escalate 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


* Pro-actively follow up with customers after complicated/escalated cases are closed by contacting clients via telephone/onsite vi...