Technical Support Engineer Core Lab North 1

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.

Role Purpose

As a Technical Support Engineer at Roche Diagnostics you will play a vital role in ensuring the optimal performance of our diagnostic instruments across customer sites. Your responsibilities will span routine maintenance troubleshooting and system installation while providing exceptional technical service that aligns with Roches commitment to quality compliance and customer satisfaction.

您將負責羅氏診斷儀器的安裝維護及問題排解透過專業的技術支援與跨部門協作確保設備穩定運行並提供符合公司品質與合規標準的客戶服務體驗

Role scope

You will provide engineering expertise in system installation start-up and field validation. You will also contribute to the readiness and operational success of new solutions. As a technical subject matter expert you may take the lead in cross-BA (Business Area) initiatives aligned with Roches strategic OKRs.

Key Responsibilities 主要職責

Conduct routine preventive maintenance calibration and repairs on diagnostic equipment to ensure reliable instrument performance. 執行設備之日常維護校正與維修確保運作穩定

Install and validate new instruments at customer sites in accordance with product specifications and compliance requirements. 依產品規格與合規標準完成儀器安裝及驗證作業

Collaborate closely with internal teams including Engineering Customer Service and Global Support Centers to resolve complex technical issues efficiently. 與內部工程客服及全球支援中心密切合作加速問題解決

Document service activities generate performance reports and maintain accurate records in line with internal quality systems. 撰寫服務紀錄維護完整的維修與績效報告

Develop and deliver user training for customers distributors and internal stakeholders on equipment operations and safety procedures. 培訓客戶經銷商與內部同仁強化其設備操作與安全意識

Manage spare parts inventory to ensure parts availability and cost control. 負責零配件庫存管理確保資源充足且有效控制成本

Serve as a key contact for customer inquiries and complaints ensuring timely follow-up case logging and resolution through Roches global case management system. 回應客戶疑問與申訴並透過全球案例系統及時回報與追蹤

Lead or support cross-functional projects coordinating resources to drive project execution and meet defined objectives. 主導或協助專案執行整合資源以達成團隊目標

Qualifications:

Good Compliance track record. No material Compliance violation is identified in the past 5 years.

Education 學歷要求

Associates degree or above in Electrical Engineering Electronics Mechanical Engineering Biomedical Engineering or a related field. 專科以上具電機電子機械生醫工程或相關背景

Experience 經驗條件

Minimum 2 years of experience in technical service or field support. Experience in medical devices is highly preferred. 兩年以上技術支援或設備服務經驗有醫療器材服務經驗者尤佳

Skills & Knowledge:

Good knowledge of Compliance requirements and clear understanding of high standards of Integrity.

Proficiency in Word Excel PowerPoint; basic SQL knowledge is a plus. 熟悉 WordExcelPowerPoint具 SQL 基礎能力尤佳

Intermediate English proficiency in reading and writing with basic listening and speaking skills for cross-functional communication. 具備中等英文讀寫能力及基本聽說溝通能力以利跨國團隊交流

Strong communication skills and customer-centric mindset. 良好溝通技巧與以客戶為中心的服務態度

Ability to work independently and manage multiple tasks in a dynamic environment. 能獨立作業並具多工處理能力

Familiarity with compliance standards and high integrity in service execution. 熟悉合規標準並秉持高誠信原則執行服務

Others (i.e. Travel Requirement) 其他條件

Valid drivers license for small passenger vehicles and own vehicle required. The company provides fuel and vehicle depreciation allowances. 需具普通小型車駕照並自備車輛公司將提供油資與車輛耗損補助

Willingness to travel domestically (approx. 10%) and internationally (approx. 1-2 times per year). 可配合國內出差約佔 10%及國外出差每年約 1-2 次

May be required to work evening hours depending on project needs; overtime pay or compensatory leave will be provided in accordance with labor laws. 依專案需求需配合晚間工作並依勞基法提供加班費或補休

On-call duty is required (On-call allowance is provided). 須輪值待命公司定有待命津貼制度

A healthier future drives us to innovate. Together more than 100000 employees across the globe are dedicated to advance science ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities foster creativity and keep our ambitions high so we can deliver life-changing healthcare solutions that make a global impact.

Lets build a healthier future together.

Roche is an Equal Opportunity Employer.