Chez Roche, vous pouvez être vous-même et être apprécié pour les qualités uniques que vous apportez. Notre culture encourage l'expression personnelle, le dialogue ouvert et les connexions authentiques, où vous êtes valorisé, accepté et respecté pour ce que vous êtes, vous permettant de prospérer tant personnellement que professionnellement. Voici comment nous visons à prévenir, arrêter et guérir les maladies et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Rejoignez Roche, où chaque voix compte.

La 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 escalated to appropriate specialists

- Identify product quality issues and escalated 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 upscale 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 adecuado 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

Qui nous sommes

Un avenir plus sain nous pousse à innover. Ensemble, plus de 100 000 employés à travers le monde sont dédiés à faire progresser la science et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Nos efforts aboutissent à plus de 26 millions de personnes traitées avec nos médicaments et plus de 30 milliards de tests réalisés avec nos produits de Diagnostique. Nous nous encourageons mutuellement à explorer de nouvelles possibilités, à favoriser la créativité et à conserver nos grandes ambitions, afin de fournir des solutions de santé qui changent des vies et ont un impact mondial.

Construisons ensemble un avenir plus sain.

Roche est un employeur offrant l'équité en matière d'emploi.

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