Field Service Engineer – Laboratory Diagnostics

About the role

Roche Diagnostics New Zealand is seeking a Field Service Engineer to join its Wellington team. You will provide on‑site engineering support for laboratory diagnostic instruments, ensuring customers receive high‑quality after‑sales service. The role involves troubleshooting, installation, commissioning and maintenance of a diverse portfolio of diagnostic equipment.

Key responsibilities

• Deliver timely instrument troubleshooting, repair and preventive maintenance for assigned and flex squads.
• Participate in a 24/7 on‑call roster to guarantee continuous customer support.
• Install, commission and validate new instruments at customer sites.
• Maintain spare‑parts inventory and manage consignment stock.
• Document all service activities in the CRM system (Rexis/NFSS) within required timelines.
• Communicate product issues to Chapter Lead Service, Marketing Managers and Key Account Managers.
• Identify and pursue business opportunities in collaboration with internal and external stakeholders.

Required profile

• Proven experience in laboratory diagnostics engineering or related field service roles.
• Willingness to travel across territories as needed.
• Strong customer‑focused attitude with the ability to work under service level agreements.
• Effective communication skills for interaction with customers and internal teams.

Required skills

• Instrument troubleshooting
• Instrument installation and commissioning
• Maintenance procedures for diagnostic equipment
• CRM usage (Rexis/NFSS)

What we offer

• Full‑time permanent contract
• Base salary $100,000–$120,000 per year
• Annual bonus and car allowance
• Supportive, dynamic team with agile ways of working
• Opportunities for training, continuous education and career growth