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Sant Cugat del Vallès, Catalunya, España
Onsite
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 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
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.