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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 informatio

📌 Workflow & IT Technical Specialist (Madrid)
🏢 Roche Holding
📍 Madrid