Roche is a global pioneer in pharmaceuticals and diagnostics, headquartered in Basel, Switzerland. As one of the world's largest biotech companies, it leads in oncology, immunology, and infectious diseases, while also being a frontrunner in in-vitro diagnostics and tissue-based cancer research. The company operates at a massive scale, employing approximately 100,000 people worldwide and investing heavily in research and development to advance personalized healthcare.

In Spain, Roche maintains a robust presence with its primary headquarters in Madrid and a significant global informatics and diagnostics hub in Sant Cugat del Vallès, Barcelona. The company is a major employer for international professionals, particularly within its digital and IT divisions where English is the primary language. Roche Spain is frequently recognized as a Top Employer, offering a multicultural environment, structured career paths, and a strong focus on innovation and sustainability.

Founded in 1896 by Fritz Hoffmann-La Roche in Basel, Switzerland, the company was one of the first to industrialize the production of vitamins. Over the last century, it has evolved into a global leader in biotechnology and diagnostics, acquiring Genentech in 2009 to solidify its position in oncology.

For international professionals

Roche operates a major Global IT Hub in Sant Cugat del Vallès (Barcelona), which serves as a central point for international tech talent.
The company is consistently certified as a Top Employer in Spain, offering competitive benefits and flexible work arrangements.
While local sales and clinical roles usually require Spanish, many global and technical positions in their Spanish hubs use English as the primary working language.
Roche Spain provides extensive professional development programs and has a strong commitment to diversity and inclusion within its workforce.

Field Service Engineer Jaen

Roche

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Job Description

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 (Jaén)

Mission

At Roche Diagnostics, we are committed not only to advancing diagnostic solutions that can help healthcare professionals make critical decisions for their patients' health, but also to improving the way these essential tools are integrated into healthcare systems worldwide, at a lower cost, without compromising the best possible results.

In more than 100 countries, we offer the industry's most comprehensive portfolio of in vitro diagnostic tests, combined with clinical decision support, consulting, digital diagnostics, disease management, laboratory automation, and software solutions to provide integrated solutions to laboratories, clinicians, and healthcare systems.

The Field Service Engineer provides scientific/technical service to systems and solutions installed at customer sites, ensuring maximum efficiency and effectiveness in each of the assigned activities: installations, preventive, corrective, and evolutionary maintenance, and modifications. They ensure that the service provided generates a competitive advantage, becoming the differentiating element of Roche's value proposition and achieving optimal levels of customer satisfaction.

Main Responsibilities

Technical Operations and Operational Service:

● Operational excellence: Flawlessly execute preventive, corrective, and evolutionary maintenance procedures, installations, and modifications of assigned systems, ensuring that the customer experience surrounding all these interventions is excellent.

● Monitoring: Incorporate and promote the use of digital tools in the monitoring of assigned customers to evolve toward a more efficient, proactive service model oriented toward maximizing the customer experience.

● Reporting and quality: Record all activities performed (remote or in situ) in the CRM, guaranteeing correct documentation and updating of the technical characteristics of the installation according to organizational standards.

● Planning: Ensure the timely follow-up and fulfillment of modifications and maintenance through the use of the Service Dashboard in assigned accounts.

Key Account Management:

● Technical reference: Act as a reference in customer management for key accounts in Jaén, as well as a national reference (cross country) in the support and implementation of strategic accounts.

● Dedicated management (100% focused on satisfaction and KPIs): Provide a comprehensive and proactive service, implementing decisions that optimize service delivery and positively impact the customer experience.

Problem Solving and Proactive Support:

● Customer care: Establish and maintain excellent and proactive communication, informing about updates to reagents, systems, and quality controls.

● Incident management: Efficiently resolve complaints and claims, processing requested modifications and providing constant follow-up until full resolution.

● Commercial synergy: Work closely with the Commercial Area to address customer needs and support the sale of solutions and service offerings.

Requirements: Training and Experience

● Academic Training: Degree in Engineering (Electronics, Mechanical, Biomedical, Technical Engineering, or related disciplines).

● Required Experience: Minimum of 2 to 5 years of demonstrable previous experience in a similar position within the diagnostic / in-vitro sector.

● Technical Knowledge: Previous training or experience working with in vitro diagnostic (IVD) platforms and systems, providing solid hardware-level mastery. Additional experience in applications and IT environments is valued.

● Customer Management: Previous experience in managing complex customers will be positively valued.

● Languages: Fluent Spanish and a good level of English.

● Location / Residence: Jaén

● Scheduling and on-call flexibility according to Service needs

● Occasional geographical mobility

Key Competencies

Interpersonal and Leadership Skills (Soft Skills):

● Leadership and influence over team members, achieving common goals through assertive communication and trust.

● Customer-centric communication: Assertive, empathetic, and highly effective communication with key interlocutors.

● Teamwork: Effective and fluid collaboration with internal teams and customer stakeholders.

● Proactivity and Autonomy: Ability to manage services, anticipate potential problems, and take the initiative to resolve them independently.

● Decision Making and Planning: Efficient organization of activities and the ability to make informed decisions aligned with service objectives.

Strategic and Business Skills:

● Customer orientation: Absolute focus on satisfaction and maximizing the value provided in every interaction.

● Stakeholder Management: Ability to navigate and understand the structure and needs of the organization and the customer.

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.

Roche is an Equal Opportunity Employer.

View original advert (Spanish)

The Position

Field Service Engineer (Jaén)

Misión

En Roche Diagnostics, estamos comprometidos no solo con el avance de soluciones diagnósticas que puedan ayudar a los profesionales sanitarios a tomar decisiones críticas para la salud de sus pacientes, sino también con la mejora de la forma en que estas herramientas esenciales se integran en los sistemas sanitarios de todo el mundo, a un coste menor, sin dejar de obtener los mejores resultados posibles.

En más de 100 países, ofrecemos la cartera de pruebas de diagnóstico in vitro más completa del sector, combinada con apoyo a la toma de decisiones clínicas, consultoría, diagnóstico digital, gestión de enfermedades, automatización de laboratorios y soluciones de software para proporcionar soluciones integradas a laboratorios, clínicos y sistemas sanitarios.

El Field Service Engineer presta un servicio científico/técnico a los sistemas y soluciones instalados en cliente, garantizando la mayor eficiencia y eficacia en cada una de las actividades asignadas: Instalaciones, mantenimiento preventivo, correctivo, evolutivo y modificaciones. Asegura que el servicio prestado genera ventaja competitiva, convirtiéndose en el elemento diferencial de la propuesta de valor de Roche, y consiguiendo niveles óptimos de satisfacción del cliente.

Responsabilidades Principales

Operaciones Técnicas y Servicio Operativo:

● Excelencia operativa: Ejecutar de forma impecable los procedimientos de mantenimientos preventivos, correctivos, evolutivos, instalaciones y modificaciones de los sistemas asignados, así como que la experiencia del cliente alrededor de todas esas intervenciones sea excelente.

● Monitorización: Incorporar y promover el uso de herramientas digitales en el seguimiento de los clientes asignados para evolucionar hacia un modelo de servicio más eficiente, proactivo y orientado a maximizar la experiencia del cliente.

● Reporte y calidad: Registrar te en el CRM todas las actividades realizadas (remotas o in situ), garantizando la correcta documentación y actualización de las características técnicas de la instalación según los estándares de la organización.

● Planificación: Asegurar el seguimiento y cumplimiento en tiempo y forma de las modificaciones y mantenimientos mediante el uso del Dashboard de Servicio, en las cuentas asignadas.

Gestión de Cuentas Clave:

● Referencia técnica: Actuar como referente en la gestión del cliente de las cuentas clave de Jaén así como referente a nivel nacional (cross country) en el soporte e implementación de las cuentas estratégicas.

● Gestión dedicada (100% enfocada en satisfacción y KPIs): Proporcionar un servicio integral y proactivo, implementando decisiones que optimicen la prestación del servicio e impacten positivamente en la experiencia del cliente.

Resolución de Problemas y Soporte Proactivo:

● Atención al cliente: Establecer y mantener una comunicación excelente y proactiva, informando sobre actualizaciones de reactivos, sistemas y controles de calidad.

● Gestión de incidencias: Resolver de forma eficiente quejas y reclamaciones, procesando las modificaciones solicitadas y proporcionando un seguimiento constante hasta la resolución completa.

● Sinergia comercial: Trabajar estrechamente con el Área Comercial para abordar las necesidades de los clientes y respaldar las ventas de soluciones y ofertas de servicio.

Requisitos: Formación y Experiencia

● Formación Académica: Grado en Ingeniería (Electrónica, Mecánica, Biomédica, Ingeniería Técnica o disciplinas afines).

● Experiencia Requerida: Mínimo de 2 a 5 años de experiencia previa demostrable en una posición similar dentro del sector diagnóstico / in-vitro.

● Conocimiento Técnico:.Formación o experiencia previa trabajando con plataformas y sistemas de diagnóstico in vitro (IVD), aportando un sólido dominio a nivel de hardware. Se valora experiencia adicional en aplicaciones y en entornos de IT.

● Gestión de Clientes: Se valorará positivamente aportar experiencia previa en la gestión de clientes complejos.

● Idiomas: Español fluido y buen nivel de inglés.

● Ubicación / Residencia: Jaén

● Flexibilidad horaria y de guardias según necesidades de Servicio

● Movilidad geográfica ocasional

Competencias Clave

Habilidades Interpersonales y de Liderazgo (Soft Skills):

● Liderazgo e influencia en los miembros del equipo logrando objetivos comunes a través de la comunicación asertiva y la confianza.

● Comunicación centrada en el cliente: Comunicación asertiva, empática y altamente efectiva con los interlocutores clave.

● Trabajo en equipo: Colaboración eficaz y fluida con los equipos internos y los stakeholders del cliente.

● Proactividad y Autonomía: Capacidad para gestionar servicios, anticipar posibles problemas y tomar la iniciativa para resolverlos de forma independiente.

● Toma de decisiones y Planificación: Organización eficiente de las actividades y capacidad para tomar decisiones informadas alineadas con los objetivos del servicio.

Habilidades Estratégicas y de Negocio:

● Orientación al cliente: Foco absoluto en la satisfacción y en maximizar el valor aportado en cada interacción.

● Gestión de Stakeholders: Habilidad para navegar y comprender la estructura y necesidades de la organización y del cliente.