📍 Job Overview

• Job Title: Technical Support Engineer
• Company: Roche
• Location: Poland - Field
• Job Type: Full-Time
• Category: Technical Support Engineer
• Date Posted: 2025-06-18
• Experience Level: Entry to Mid-Level
• Remote Status: On-site

🚀 Role Summary

• Key Responsibilities: Install, maintain, and repair laboratory equipment, provide technical support to clients, and conduct training sessions.
• Key Skills: Technical support, communication, problem-solving, customer service, installation, training, reporting, and time management.
• Key Technologies: Laboratory equipment, diagnostic systems, and related software.

💻 Primary Responsibilities

• 🔧 Equipment Installation & Maintenance: Install and configure laboratory equipment and systems according to client specifications. Perform routine maintenance and repairs to ensure optimal performance.
• 📞 Technical Support: Provide technical assistance to clients via phone, email, or on-site visits. Troubleshoot and resolve technical issues promptly and efficiently.
• 🏫 Training & Education: Conduct training sessions and workshops for clients to ensure they can effectively use and maintain the equipment and systems.
• 📈 Reporting: Document all service activities, including installation, maintenance, repairs, and client interactions, using the company's reporting tools.
• 🕒 Time Management: Prioritize tasks and manage time effectively to meet service level agreements (SLAs) and deadlines.

🎓 Skills & Qualifications

Education: Higher technical education in precision mechanics, electronics, or a related field.

Experience: Previous experience in a similar role is an asset but not required.

Required Skills:

• Strong communication and interpersonal skills in English (minimum B2 level)
• Proficiency in using laboratory equipment and diagnostic systems
• Problem-solving skills and the ability to work under pressure
• Valid driver's license category B

Preferred Skills:

• Experience with Roche Diagnostics equipment and systems
• Familiarity with Agile methodologies and customer service best practices
• Ability to work independently and in a team environment

📊 Web Portfolio & Project Requirements

• 🛠 Portfolio Essentials: A portfolio showcasing relevant technical support experience, problem-solving skills, and customer service achievements.
• 📊 Technical Documentation: Documented case studies or success stories demonstrating the ability to troubleshoot complex technical issues and provide exceptional customer support.

💵 Compensation & Benefits

Salary Range: Not specified. Research indicates that the average salary for a Technical Support Engineer in Poland ranges from 4,000 to 7,000 PLN gross per month, depending on experience and qualifications.

Benefits:

• Attractive benefit package
• Professional development opportunities
• Friendly work environment
• Possibility of personal initiative implementation
• Training and onboarding program

Working Hours: Full-time, with a standard workweek of 40 hours. The role may require occasional overtime or on-call duties to provide 24/7 technical support.

🎯 Team & Company Context

🏢 Company Culture:

• Industry: Healthcare, specifically focused on in vitro diagnostics and pharmaceuticals.
• Company Size: Large, with over 100,000 employees worldwide.
• Founded: 1896, with a rich history in innovation and scientific discovery.

🌐 Work Environment:

• Office Type: Field-based, with frequent travel to client sites.
• Office Location(s): Poland - Field (with a focus on the Kujawsko-Pomorskie region).
• Workspace Context: The role involves frequent travel and working on-site at client locations. A reliable vehicle and valid driver's license are required.
• Work Schedule: Full-time, with a standard workweek of 40 hours. The role may require occasional overtime or on-call duties to provide 24/7 technical support.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess communication skills, English proficiency, and overall fit for the role.
2. Technical Assessment: A hands-on evaluation of problem-solving skills, technical knowledge, and customer service aptitude.
3. On-site Visit: A visit to a client site or the company's offices to observe the candidate's ability to work in a real-world environment and interact with clients.
4. Final Interview: A discussion with the hiring manager to review the candidate's qualifications, experiences, and career aspirations.

Portfolio Review Tips:

• Highlight relevant technical support experiences, problem-solving skills, and customer service achievements.
• Include case studies or success stories demonstrating the ability to troubleshoot complex technical issues and provide exceptional customer support.
• Emphasize any experience with Roche Diagnostics equipment and systems.

Technical Challenge Preparation:

• Brush up on laboratory equipment, diagnostic systems, and related software.
• Practice problem-solving skills and customer service techniques.
• Familiarize yourself with Roche's products and services.

ATS Keywords: Technical support, customer service, problem-solving, laboratory equipment, diagnostic systems, installation, maintenance, repair, training, reporting, time management, communication, English, Polish, driver's license, Roche Diagnostics.

🛠 Technology Stack & Web Infrastructure

🔬 Laboratory Equipment & Systems:

• Roche Diagnostics equipment and systems (e.g., Cobas, Elecsys, Modular Analytics, etc.)
• Other laboratory equipment and diagnostic systems (e.g., analyzers, reagents, consumables, etc.)

🛠 Tools & Software:

• Company-specific tools and software for reporting, case management, and knowledge base access
• General-purpose tools for communication, documentation, and project management (e.g., Microsoft Office, email clients, etc.)

👥 Team Culture & Values

🌟 Roche Values:

• Integrity: Uphold the highest ethical standards in all actions and decisions.
• Passion for Patients: Always put patients first, and strive to improve their lives through innovative healthcare solutions.
• Courage: Take calculated risks and challenge the status quo to drive innovation and progress.
• Collaboration: Work together across boundaries to achieve common goals and create lasting impact.
• Accountability: Take personal responsibility for delivering results and driving continuous improvement.

🤝 Collaboration Style:

• Cross-functional collaboration with various teams, including sales, marketing, and product management.
• Regular communication and knowledge sharing among technical support team members.
• A supportive and inclusive work environment that encourages personal and professional growth.

⚡ Challenges & Growth Opportunities

🛠 Technical Challenges:

• Troubleshooting complex technical issues and providing timely solutions to satisfy client needs.
• Keeping up-to-date with the latest laboratory equipment, diagnostic systems, and related technologies.
• Managing multiple priorities and working under pressure to meet service level agreements (SLAs) and deadlines.

🌱 Learning & Development Opportunities:

• On-the-job training and mentoring from experienced technical support team members.
• Formal training programs and workshops to develop technical skills and customer service abilities.
• Opportunities to advance within the organization, such as taking on more complex technical support roles or moving into a technical specialist or team leadership position.

💡 Interview Preparation

💭 Technical Questions:

• Describe your experience with laboratory equipment and diagnostic systems. How have you handled complex technical issues in the past?
• How do you approach customer service, and can you provide an example of a time when you went above and beyond to satisfy a client's needs?
• How do you prioritize tasks and manage your time effectively when working under pressure?

💬 Company & Culture Questions:

• Why are you interested in working for Roche Diagnostics, and what attracts you to this role?
• How do you align with Roche's values, and how have you demonstrated these values in your previous experiences?
• How do you see yourself contributing to the technical support team and helping Roche achieve its goals?

📝 Portfolio Presentation Strategy:

• Tailor your portfolio to highlight relevant technical support experiences, problem-solving skills, and customer service achievements.
• Include case studies or success stories demonstrating your ability to troubleshoot complex technical issues and provide exceptional customer support.
• Emphasize any experience with Roche Diagnostics equipment and systems, and be prepared to discuss how you can contribute to the company's success.

📌 Application Steps

To apply for this Technical Support Engineer position:

1. Submit your application through the provided application link.
2. Prepare a portfolio showcasing relevant technical support experience, problem-solving skills, and customer service achievements.
3. Familiarize yourself with Roche Diagnostics' products, services, and company culture.
4. Research common technical support challenges and develop strategies to address them.
5. Practice problem-solving skills and customer service techniques to ensure you are well-prepared for the interview process.

📝 Enhancement Note: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.