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 idóneo 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 (Madrid)
🏢 Roche Holding
📍 Madrid