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The 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 upscale to appropriate specialists
Identify product quality issues and upscale 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 c
📌 Workflow & IT Technical Specialist (Madrid)
🏢 Roche
📍 Madrid
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