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 translation of service and operator manuals, training materials,



and software versionsMonitor process and product quality using specific metricsShare product information with local distributorsCoordinate with suppliers of peripheral instruments (WSU, UPS, PCs, Printers, etc.)On-Site Service ActivitiesConduct on-site troubleshooting in collaboration with field support representativesSupport field service colleagues with complex technical issuesManage new system installationsConfigure systems and apply test parametersBusiness SupportContribute technical expertise to tender documentation for Sales and MarketingRequired QualificationsThe idóneo candidate has a bachelor's degree, plus professional experience OR alternatively, multiple years of proven experience working in a customer oriented environmentFluent written and spoken Spanish (required)English communication at B2 level (required)Preferred QualificationsProfessional experience in Engineering, IT, or HealthcareExperience providing first-level customer support in healthcare settingsExperience handling complaints and escalationsA knack for technology and technical problem solvingAbility to identify opportunities to creatively suggest and implement process improvementsKey CompetenciesTeamwork and collaborationCommunication and adaptabilityCritical thinking and problem-solvingDecision-makingResponsibility and ownershipTime management and prioritizationCustomer interaction skillsIntercultural collaboration and networkingKnowledge sharingInnovation and process improvementWho we areA 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.SummaryLocation: Sant Cugat del VallèsType: Full time

📌 Workflow & IT Technical Specialist (España)
🏢 Roche
📍 España