Field Service Support Engineer responsible for installations and maintenance of medical devices at Roche. Aiming to reduce downtime and ensure client satisfaction in Sinaloa, Mexico.
About the role
- Technical support analyst role providing first-level assistance between travel users and system technicians. Involves training users and managing technological deployments in a hybrid work environment.
Responsibilities
- Provides first-level liaison assistance between travel users and system technicians and/or other business areas
- Serves as a team member on projects to include formulating, coordinating, controlling, monitoring, and reporting on project development efforts
- Identifies field automation processing and operational requirements for intranet/internet applications
- Documents, enhances, updates, and audits department and field automated systems as required
- Modifies systems in response to department needs
- Audits output to ensure integrity and accuracy of data
- Provides technical and analytical guidance to project team staff to ensure innovative and effective recommendations and problem resolution
- Assists with problem resolution and supports ongoing system utilization
- Assists in training field travel users on hardware, APOLLO applications, AXIS, Travelport Cruise software, websites, and online manuals
- Conducts presentations as needed
- Assists in coordinating the development and distribution of user training materials for internally developed travel systems and applications
- Assists with deployment of technology (application software, hardware, etc.) in field locations and administration
- Provides support for installation of PC hardware and application software in field or administrative locations
- Provides support at field locations or via phone as required
Requirements
- High school diploma or equivalent
- Use of APOLLO and/or other travel reservation systems
- Experience analyzing information and data flows within automated systems
- Experience working effectively in a team environment
- Experience analyzing and resolving operational or technical problems
- Experience identifying and presenting process improvement opportunities
- Experience formatting data for reports and presentations
- Experience managing multiple priorities and meeting deadlines under pressure
- Knowledge of automation opportunities and process optimization concepts
- Ability to research alternatives and recommend solutions
- Ability to assist with implementation of field automation tools
- Ability to support user training for automation tools and systems
- Ability to quickly learn new software applications and systems
- Strong verbal and written communication skills
- Organizational and planning skills
- Proficiency in Microsoft Office applications (Word, Excel, Access, etc.)
Benefits
- A competitive wage $25+/hour
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