At Roche, you can be yourself and will be valued for your unique qualities. Our culture fosters personal expression, open dialogue, and genuine connections. Here, you are appreciated, accepted, and respected for who you are. This creates an environment where you can grow both personally and professionally. Together, we aim to prevent, stop, and cure diseases and ensure that everyone has access to healthcare—today and in the future. Join Roche, where every voice matters. The Position The Workflow\& IT Technical Specialist plays a critical role in ensuring that Customer Support in the EMEA RCSC delivers exceptional service to the local market and designated served countries. This specialist manages IT software systems and supports our core laboratory and molecular solutions portfolio—including preanalytics systems, analyzers, post\-analytics systems, and associated IT solutions. **Primary Responsibilities:** Customer\& Employee Support * Process and troubleshoot customer and employee enquiries * Handle customer complaints with professionalism and escalate to appropriate specialists * Identify product quality issues and escalate to the next level of expertise * Assess customer and laboratory organization challenges and develop action plans * Provide remote diagnostic support using specialized tools * Document all interactions in the CRM system Complex Issue Resolution * Provide hotline support to field service colleagues on complex troubleshooting issues * Monitor and escalate complaints and product quality issues * Create and manage PRI/PSIs in the complaint management system Training\& Knowledge Transfer * Conduct customer and employee training on Roche systems using established concepts and documentation * Identify, translate (as needed), and distribute critical Service and Quality Notifications * Develop detailed instructions and lead pilot programs where necessary * Publish customer and employee information through designated channels * Review and adapt documentation for system launches to meet customer needs * Review language translation of service and operator manuals, training materials, and software versions * Monitor process and product quality using specific metrics * Share product information with local distributors * Coordinate with suppliers of peripheral instruments (WSU, UPS, PCs, Printers, etc.) On\-Site Service Activities * Conduct on\-site troubleshooting in collaboration with field support representatives * Support field service colleagues with complex technical issues * Manage new system installations * Configure systems and apply test parameters Business Support * Contribute technical expertise to tender documentation for Sales and Marketing Required Qualifications * The ideal candidate has a bachelor's degree, plus professional experience OR alternatively, multiple years of proven experience working in a customer oriented environment * Fluent written and spoken Spanish (required) * English communication at B2 level (required) Preferred Qualifications * Professional experience in Engineering, IT, or Healthcare * Experience providing first\-level customer support in healthcare settings * Experience handling complaints and escalations * A knack for technology and technical problem solving * Ability to identify opportunities to creatively suggest and implement process improvements Key Competencies * Teamwork and collaboration * Communication and adaptability * Critical thinking and problem\-solving * Decision\-making * Responsibility and ownership * Time management and prioritization * Customer interaction skills * Intercultural collaboration and networking * Knowledge sharing * Innovation and process improvement Who We Are A healthier future drives our innovation. More than 100,000 employees worldwide work together to achieve scientific advances and ensure that everyone has access to healthcare—today and for future generations. Through our commitment, over 26 million people are treated with our medicines and more than 30 billion tests are performed using our diagnostics products. We encourage each other to explore new possibilities, foster creativity, and set ambitious goals to deliver life-changing healthcare solutions. Together, we can shape a healthier future. Roche is an equal opportunity employer.
David Muñoz
Indeed · HR
David Muñoz
Indeed · HR
