Job Description

Roles & Responsibilities

The Position

The Senior Field Service Engineer is responsible for providing on-site technical support for the installation, commissioning, preventative maintenance, and troubleshooting of Roche equipment. This role involves traveling to customer sites to ensure equipment is operating at peak performance. This individual will work under general supervision, handling routine service calls independently while assisting team members on more complex issues. You will play an important role in ensuring healthcare professionals and laboratories can operate with confidence, helping support better outcomes for patients across Kuwait.

Your Responsibilities

• Deliver the planned system installations and carry out installations as per Roche standards.
• Ensure all service activities are performed and documented in a timely manner as per Roche standards.
• Ensures coverage and support in line with agreements with customers and necessary accreditation requirements are met.
• Escalate technical issues, PRI/PSI to appropriate internal stakeholder and follow up for closure.
• Timely forecast spare parts of systems for line of expertise.
• Ensure Key deliverables i.e. Uptime, customer satisfaction, Value of service to manage expectations for assigned strategic customers are met.
• Accountable for mandatory upgrades/ modifications for assigned systems and ensure that been done for all systems in the country.
• Provide expert technical opinion, identify possible solutions and recommend strategies that lead to timely and effective resolution of high priority issues.
• Act as mentor and lend support to FSEs to resolve complex and persistent issues.
• Accountable for assigned administrative tasks (PPM scheduling, Modifications, e services, Service Marketing, Service revenue).
• Establishes and develops a relationship with the customer that enhances the reputation and professionalism of Roche Diagnostics.
• Provides clear and appropriate customer communication, including pro-active arrangement of routine preventative and corrective maintenance visits.
• Ensures that all administration and back office tasks are completed in a timely and accurate manner.

Desired Candidate Profile

Who You Are

You are a proactive and customer-focused technical professional who enjoys solving problems and working in a dynamic field-based environment. You are able to work independently while maintaining strong collaboration with internal stakeholders and customers.

To be successful in this role, you bring:

• You hold a Bachelor degree in Engineering, Biomedical, Electronic, Mechatronics or relevant fields
• You built 5 to 7 years of hands-on experience in a technical support, maintenance, or field service role.
• The ideal candidate built experience handling Roche IVD instruments such as Pre and Post Analytics / C6800 / Ultra plus / U6500 / Cobas PRO / Cobas Pure
• You have advanced problem-solving skills, and the ability to communicate and collaborate effectively with customers and colleagues
• You are able to manage multiple projects simultaneously and work under tight deadline
• You are proactive with learning-oriented mindset, and are motivated to work in a hands-on environment and support field operations
• You have deep understanding of digital technologies, Automation and their application in service operations
• You have excellent communication skills and interpersonal skills with the ability to convey strategic concepts to a diverse audience
• You are detail-oriented and able to work independently as well as collaboratively in a team environment
• You are fluent in English; Arabic language is considered a plus