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

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 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.