Field Service Engineer - Stoke-on-Trent to Wrexham in London

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.

A Healthier Future. It’s What Drives Us.

A healthier future. It’s what drives us to innovate, to continuously advance science, and to ensure everyone has access to the healthcare they need today and for generations to come. Together, we’re creating a world where we all have more time with the people we love. That’s what makes us Roche.

Roche Diagnostics presents an exceptional opportunity for you to leverage your technical expertise while providing vital, life‑saving support to our valued customers. As an integral member of the Central Customer‑Centric Field Support Team in the UK, this role offers the possibility of field‑based assignments across Stoke and surrounding areas or focusing on a designated customer base (North Wales, Shropshire, and Staffordshire).

The Opportunity: Technical Excellence in the Field

Ideal Location: Based out of Stoke or the surrounding areas to the west, with excellent access to motorway networks.

As a Field Service Engineer, your focus is to ensure the seamless operation and maximum uptime of Roche’s innovative Systems/Products, ranging from serum work area, pre/post analytics and our digital portfolio. You will utilise a combination of on‑site support and remote diagnostic tools to identify and resolve complex electro‑mechanical faults efficiently. Additionally, you will perform preventive maintenance and generate insightful reports to enhance operational efficiency across assigned customer sites.

Key Responsibilities

• Deliver essential support: electro‑mechanical hardware support, including routine proactive and reactive tasks and technical training.
• Resolve complex faults: troubleshoot and resolve faults, conduct preventive maintenance, and generate reports to enhance operational efficiency.
• Customer training: provide technical training and guidance to customers, enabling them to excel in the use of Roche diagnostic systems.
• Compliance & administration: maintain rigorous administration and regulatory documentation to ensure compliance and efficient service delivery.
• Stakeholder management: build productive relationships with peers and key stakeholders to align service and sales objectives seamlessly.
• Service excellence: attend internal review meetings to showcase progress, discuss objectives, and ensure service excellence.

Who You Are

We are seeking resilient, adaptable, and customer‑focused individuals who thrive on solving technical challenges and exceeding expectations. Ideally, you will bring:

• Educational qualifications: a degree or equivalent qualification in Electrical/Mechanical Engineering is preferred. Candidates with equivalent experience at the HNC/HND level with a proven track record are also encouraged to apply.
• Experience: extensive experience within the IVD industry, with a history of delivering exceptional technical support.
• Skills: excellent analytical ability, self‑motivation, advanced troubleshooting expertise, and the ability to work effectively under pressure in a collaborative team environment.
• Attributes: resilience, tenacity, motivation to exceed customer expectations, and the ability to grow and mentor others through training, coaching, and continuous development.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Roche Products Ltd. At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. We recognise the importance of flexible working and will review all applicants’ requests with care. At Roche difference is valued and we are proud to be an equal opportunity employer where you are encouraged to bring your whole self to work.