Workflow & IT Technical Specialist

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.