Roche
Field Service Engineer - : Gateshead, South Tyneside and Sunderland – North East
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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
Field Service Engineer – High Volume Diagnostics (HVD)
Location: Gateshead, South Tyneside & Sunderland (North East Region)
Team: North Customer-Centric Field Support Team
The Opportunity
Roche Diagnostics has a superb opportunity for a customer-focused Field Service Engineer to join our North Customer-Centric Field Support Team. Based in the North East, you will provide critical frontline support across key hospital sites in Gateshead, South Tyneside, and Sunderland, directly managing our industry-leading High Volume Diagnostics (HVD) hardware and software portfolio.
In this role, you will be accountable for maximizing system uptime, delivering core service activities efficiently, and driving an exceptional overall customer experience across all three sites.
Key Responsibilities
- Hardware & Systems Maintenance: Perform routine proactive maintenance, reactive repairs, and electro-mechanical troubleshooting across the local Roche HVD hardware, software, and IT solution portfolio.
- Fault Ownership: Take complete ownership of technical issues from diagnosis through to resolution, ensuring continuous operational continuity and high system uptime for customer laboratories.
- Customer Upskilling & Training: Deliver technical training and coaching to laboratory staff, empowering customers to maximize the value of their Roche diagnostic solutions.
- Quality & Compliance: Maintain precise administrative records and regulatory documentation in accordance with strict IVD standards.
- Sales-Service Alignment: Collaborate with cross-functional peers and key stakeholders to ensure a seamless "sales-service" approach and a differentiated customer solution.
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Who You Are
- Education & Qualification: Ideally Degree-educated, or holding an HND/HNC in Electrical/Mechanical Engineering (or equivalent demonstrable hands-on experience).
- Industry & Technical Expertise: Up-to-date understanding of the In Vitro Diagnostics (IVD) industry, with solid experience implementing best-in-class support and complex electro-mechanical troubleshooting.
- Leadership & Impact: Self-motivated and living VACC (Vision, Authenticity, Clarity, Connection) leadership principles—role-modeling creative leadership and building effective cross-functional collaborations.
- Customer-Centric Mindset: Passionate about putting the customer at the center of technical delivery, driving innovation, and continuously improving service execution across systems, processes, and data.
- Geographic Requirement: Must reside on-territory within the Gateshead, South Tyneside, or Sunderland region to ensure immediate response coverage across NHS sites.
Why Join Roche?
At Roche, we believe that taking care of our people enables them to take care of others. We offer clear career development pathways, continuous technical training, and an environment where your questioning approach and passion for technical excellence can directly impact healthcare delivery across the region.
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Who we are
A healthier future drives us to innovate. Together, more than 100’000 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.
Let’s build a healthier future, together.
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Roche Products Ltd. At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. We recognise the importance of flexible working and will review all applicants’ requests with care. At Roche difference is valued and we are proud to be an equal opportunity employer where you are encouraged to bring your whole self to work.
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