Bei Roche kannst du ganz du selbst sein und wirst für deine einzigartigen Qualitäten geschätzt. Unsere Kultur fördert persönlichen Ausdruck, offenen Dialog und echte Verbindungen. Hier wirst du für das, was du bist, wertgeschätzt, akzeptiert und respektiert. Dies schafft ein Umfeld, in dem du sowohl persönlich als auch beruflich wachsen kannst. Gemeinsam wollen wir Krankheiten vorbeugen, stoppen und heilen und sicherstellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und in Zukunft. Werde Teil von Roche, wo jede Stimme zählt.
Die 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
Wer wir sind
Eine gesündere Zukunft treibt uns zur Innovation an. Mehr als 100.000 Mitarbeiter weltweit arbeiten gemeinsam daran, wissenschaftliche Fortschritte zu erzielen und sicherzustellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und für zukünftige Generationen. Durch unser Engagement werden über 26 Millionen Menschen mit unseren Medikamenten behandelt und mehr als 30 Milliarden Tests mit unseren Diagnostik-Produkten durchgeführt. Wir ermutigen uns gegenseitig, neue Möglichkeiten zu erkunden, Kreativität zu fördern und hohe Ziele zu setzen, um lebensverändernde Gesundheitslösungen zu liefern.
Gemeinsam können wir eine gesündere Zukunft gestalten.
Roche ist ein Arbeitgeber, der die Chancengleichheit fördert.
