Job Description

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

Application Specialist Customer Support – São Paulo, Brazil

We are looking for an experienced Application Specialist to provide high-level, cross-border technical support to our customer laboratories across Latin America. Utilizing your deep expertise in Serum Work Area (SWA), you will act as a technical reference, providing first-level remote support, resolving complex inquiries, and ensuring an exceptional customer experience throughout the region. This position is for 100% on-site work in São Paulo (SP).

About the opportunity:

• Handling of customer and staff inquiries by phone and in written form (70%): Provide first-level technical support to Latin America affiliate customers (inquiries and complaints), resolving concerns efficiently. Accurately report customer service interactions in the CRM system according to guidelines. Manage case escalations, including PRI (Product Related Issues) and non-PRI cases to PMQ.

• Identification and troubleshooting of failures & extended complaint management (10%): Utilize remote access tools for system troubleshooting, data gathering, and problem investigation. Document recurring technical issues and customer feedback to support product quality programs and product development. Identify complex cases for consultation with L2 support, troubleshooting equipment and software malfunctions to recommend corrective actions.

• Conducting customer and staff training (10%): Deliver staff training sessions and technical workshops for internal teams and customers across Latin America.

• Information and knowledge transfer, updates & quality monitoring (5%): Ensure strict compliance with all mandatory and role-related training. Actively participate in continuous improvement and quality processes, as well as special projects supporting departmental objectives.

• Service activities on site & field team support (5%): Support field service activities (preventive maintenance, correctives, and installations) in conjunction and agreement with L2 or TPM.

Who you are:

• Education & Professional Experience: Bachelor's or Master's degree in Biology, Microbiology, Health Sciences, or equivalent Applications degree. Consolidated experience as an Application Specialist with solid expertise in Serum Work Area (SWA) within the medical/diagnostic market.

• Technical Knowledge: Proficiency in laboratory analysis, IT, networks, and equipment connectivity. High analytical capability, problem-solving, and decision-making skills. Meticulous profile, target-oriented, reliable, and capable of working effectively under pressure.

• Customer Focus & Communication: Highly customer-oriented with excellent written and verbal communication, active listening, organization, and prioritization skills. Demonstrated ability to build productive customer relationships within a complex matrix environment. Fluent/native Portuguese and advanced English (Spanish will be considered a plus).

• Mobility & Work Model: 100% on-site presence in São Paulo (SP) and availability for local and regional travel across Latin America as needed.

Who we are:

A healthier future drives us to innovate. Together, more than 100,000 employees across the globe are dedicated to advanced 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.

Relocation benefits are not available for this position.

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.