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 PositionThe 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 SupportProcess and troubleshoot customer and employee enquiriesHandle customer complaints with professionalism and escalate to appropriate specialistsIdentify product quality issues and escalate to the next level of expertiseAssess customer and laboratory organization challenges and develop action plansProvide remote diagnostic support using specialized toolsDocument all interactions in the CRM systemComplex Issue ResolutionProvide hotline support to field service colleagues on complex troubleshooting issuesMonitor and escalate complaints and product quality issuesCreate and manage PRI/PSIs in the complaint management systemTraining & Knowledge TransferConduct customer and employee training on Roche systems using established concepts and documentationIdentify, translate (as needed), and distribute critical Service and Quality NotificationsDevelop detailed instructions and lead pilot programs where necessaryPublish customer and employee information through designated channelsReview and adapt documentation for system launches to meet customer needsReview language trans

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