Field Service Engineer at Roche Kenya

Key Responsibilities

As a Field Service Engineer, you will be expected:

• To resolve/take accountability for cases being resolved by receiving case, contacting client, providing telephonic support (if possible) and coordinating resolution of case within SLA/deadline    
• To 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   
• To 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   
• To 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   
• To 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   
• To implement equipment software and hardware Modifications as per the manufacturer's recommendations.
• To complete equipment installations and de-installations following Manufacture's guidelines.

Who you are:

A holder of:

• National Diploma in Electrical Engineering/ Mechanical Engineering/ Biomedical   Engineering or equivalent.   
• BSc. Biomedical Engineering or related degree as per above is preferred   
• 1-3 years technical support services experience - medical diagnostic industry experience is preferred