At Roche you can show up as yourself, embraced for the unique qualities you bring. 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.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

📌 Workflow & IT Technical Specialist (Sant Cugat del Vallès)
🏢 Roche
📍 Sant Cugat del Vallès