Field Service/Support Engineer

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.

The Position

Location: Tashkent

Key Tasks of a Customer Service Specialist:

Installation, dismantling, setup, and maintenance of technical equipment;

Updating product information for customers;

Timely execution of required and recommended software and hardware updates;

Providing Tier 2 support for distributors and key partners;

Providing technical support to the Healthcare Innovation Department;

Collaborating closely with colleagues across other departments

Job Responsibilities:

Perform installation, dismantling, maintenance, and repair of the Company's diagnostic equipment

Follow technical documentation instructions, monitor instrument/customer databases, and ensure timely software and hardware updates

Plan and conduct preventive maintenance at customer sites in accordance with technical documentation, Company rules, and recommendations

Provide customers with information regarding new equipment lines and offer hotline support (escalating issues to the relevant internal experts when necessary)

Log incoming requests from customers, distributors, and partners regarding troubleshooting, equipment issues, and other data into the CRM system, adhering to Company service standards

Support warranty-based equipment replacement, ensuring and tracking the timely repair and return of faulty devices

Conduct pre-installation infrastructure audits and perform necessary actions to ensure compatibility

Ensure full functionality of peripheral communication devices (computers, monitors, printers, UPS, etc.) connected to the Company’s equipment

Undertake local and international business travel as required to provide on-site technical support

Requirements and Key Competencies:

Education: Higher technical degree

Based location: Tashkent

Experience: At least 2 years of experience working with large-scale equipment (diagnostic or industrial)

Relationship Management: Proven experience in establishing partnerships with external clients

Language Skills: English proficiency at an Intermediate level or higher

Mobility: Readiness for frequent business travel within Kazakhstan and abroad (70–80% of working time)

Soft Skills: Integrity, ethics, ability to work independently, and strong decision-making skills

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.