Customer Service Support Engineer

About the role

Join Roche's Customer Support & Service Team in the Diagnostics Division to provide technical expertise for medical diagnostics products. This field‑based position is based in Astana and involves extensive travel to client sites.

Key responsibilities

• Install, uninstall, and perform planned maintenance and rapid troubleshooting of Roche Diagnostics instruments and peripheral equipment.
• Deliver basic technical training to clients, distributors, and Roche staff, and provide technical advisory support.
• Manage spare parts turnover, maintain the CRM system, and ensure compliance with quality and safety standards.
• Plan and execute preventive maintenance schedules based on equipment usage tracking.
• Assess site infrastructure (electrical, water, room conditions) before installations to ensure operational compatibility.

Required profile

• Bachelor’s degree or higher in Engineering or a related technical field.
• Prior experience as a Service Engineer servicing complex medical or laboratory equipment.
• Intermediate (B1) English proficiency and ability to travel up to 70% of the time.
• Strong learning agility to master new diagnostic instrument lines quickly.

Required skills

• Mechanics
• Electronics
• Hydraulics
• Software troubleshooting and upgrades
• CRM usage and service documentation