Technical Support Engineer (雙北)

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The PositionRole Responsibilities

• Perform routine maintenance and repair of instruments.
• Install equipment at customer sites to ensure full functionality according to specifications.
• Coordinate problem resolution with engineering, customer service, and other personnel to expedite repairs.
• Maintain records of service performance reports.
• Develop service manuals and bulletins based on field investigations, engineering changes, and product knowledge.
• Conduct training on the safe operation of equipment and demonstrate skills to employees, customers, and distributors.
• Manage spare parts inventory.
• Interact with customers to resolve product or service issues by clarifying inquiries and complaints.
• Report and communicate problems to the global service center of respective BAs to identify causes, expedite solutions, and ensure corrective actions.
• Timely report customer complaints/issues via the global case management tool to identify root causes, expedite corrections, and follow up to ensure resolution and customer satisfaction.
• Execute project management, coordinate cross-departmental resources, and achieve project goals.

Role Scope

• Provide expertise in the engineering, installation, and start-up of new systems.
• Support business operations and system "readiness" for new implementations.
• Assist in the validation of new system processes and facilities.
• Develop system architectures to define engineering capabilities.
• Lead technical projects and collaborate across BAs to achieve OKR goals.

Requirements

Qualifications

• Good compliance track record with no significant compliance violations in the past 2 years.

Education

• Associate degree or higher in electronics, electrical engineering, mechanical engineering, or biomedical engineering.

Experience

• At least 2 years of relevant work experience.
• Preferred background in medical technology services.

Skills and Knowledge

• Experience in maintaining, repairing, and servicing medical equipment.
• Ability to assist with troubleshooting medical equipment on-site.
• Flexibility for evening work based on project needs, with overtime compensation.
• Willingness to participate in on-call rotations with additional attendance compensation.

Competencies

• Proficiency in Word, Excel, PowerPoint, and SQL.
• Average English reading and writing skills.
• Strong communication skills and customer relationship management.

Other Requirements

• Valid driver’s license for small vehicles.
• Willingness to travel domestically and internationally.

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Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.