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 PositionA healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche.
We are looking for an experienced Technical Specialist to provide cross-border technical support to our customer laboratories in LATAM. You will leverage your expertise in STS & Hospoc to deliver high-level support, troubleshooting, and training, ensuring the excellence of our diagnostic solutions.
The Opportunity:
Expert Technical Support: Provide first-level support to customers and affiliates (STS/SLS), resolving complex inquiries and complaints via phone and digital channels.
Advanced Troubleshooting: Identify and resolve system failures using remote access tools to gather data and recommend corrective actions for software or electro-mechanical issues.
Complaint Management: Document recurring technical issues and customer information in CRM systems to support product quality and development programs.
Case Escalation: Manage and escalate PRI (Product Reportable Items) and non-PRI cases to Global Support (PMQ) when necessary.
Knowledge Transfer: Conduct technical workshops and training sessions for both customers and internal staff to ensure equipment proficiency.
Continuous Improvement: Actively participate in quality processes, mandatory training, and special projects to support regional business objectives.
On-site Support: Collaborate with Field Service (FSR) and Sales Reps on specific activities, including installations and preventive maintenance (SoS).
Cross-border Collaboration: Act as a technical bridge across LATAM affiliates, ensuring a consistent and high-quality service experience.
Who you are:
Bachelor’s degree in Engineering (Chemical, Electrical, Mechanical) or Health Sciences (Biology, Microbiology).
Fluency in Spanish or Portuguese. Advanced English level is required for global interaction and technical documentation.
Solid knowledge in laboratory analysis, Information Technology, and Networking.
Previous experience in technical support or applications, specifically with STS & Hospoc disciplines.
Excellent problem-solving and decision-making skills to handle complex and intermittent technical cases.
Strong written and verbal communication skills, with a mastery of customer service orientation.
Effective planning and time management to handle multiple priorities and documentation requirements.
Open and available for both local and regional travel as required by the business.
Commitment to compliance, mandatory training, and product quality standards.
Candidates must be based in São Paulo, Brazil, or Mexico City, Mexico. Please note that we follow a hybrid office model in both regions, requiring a blend of remote and in-person collaboration.
Relocation benefits are not available for this position.
Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Mexico City. If you are interested in additional locations where the role may be available, we will provide the relevant compensation details later in the hiring process.Who we are
A 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.
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What We Do
Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare – a strategy that aims to fit the right treatment to each patient in the best way possible.
Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management.
Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. The company also aims to improve patient access to medical innovations by working with all relevant stakeholders. Thirty medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry ten years in a row by the Dow Jones Sustainability Indices (DJSI).
