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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 syste

📌 Workflow & IT Technical Specialist (San Cugat del Vallés)
🏢 Roche
📍 San Cugat del Vallés