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 Support
Process and troubleshoot customer and employee enquiries
Handle customer complaints with professionalism and escalate to appropriate specialists
Identify product quality issues and escalate 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 escalate 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 customer needs
Review language translation of service and operator manuals, training materials, and software versions
Monitor process and product quality using specific metrics
Share product information with local distributors
Coordinate with suppliers of peripheral instruments (WSU, UPS, PCs, Printers, etc.)
On-Site Service Activities
Conduct on-site troubleshooting in collaboration with field support representatives
Support field service colleagues with complex technical issues
Manage new system installations
Configure systems and apply test parameters
Business Support
Contribute technical expertise to tender documentation for Sales and Marketing
Required Qualifications
The ideal candidate has a bachelor's degree, plus professional experience OR alternatively, multiple years of proven experience working in a customer oriented environment
Fluent written and spoken Spanish (required)
English communication at B2 level (required)
Preferred Qualifications
Professional experience in Engineering, IT, or Healthcare
Experience providing first-level customer support in healthcare settings
Experience handling complaints and escalations
A knack for technology and technical problem solving
Ability to identify opportunities to creatively suggest and implement process improvements
Key Competencies
Teamwork and collaboration
Communication and adaptability
Critical thinking and problem-solving
Decision-making
Responsibility and ownership
Time management and prioritization
Customer interaction skills
Intercultural collaboration and networking
Knowledge sharing
Innovation and process improvement
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.
Skills Required
- Bachelor's degree or multiple years of proven customer-oriented experience
- Fluent written and spoken Spanish
- English communication at B2 level
- Experience providing first-level customer support in healthcare settings
- Professional experience in Engineering, IT, or Healthcare
- Experience handling complaints and escalations
- Technical problem-solving aptitude
- Ability to identify and implement process improvements
Roche Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Roche and has not been reviewed or approved by Roche.
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Retirement Support — U.S. materials describe a 401(k) with both matching and an additional company contribution, supported by formal plan documents and true‑up features. This structure is positioned as a standout element of the total package, particularly at Genentech.
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Leave & Time Off Breadth — Time‑off provisions include substantial vacation, a year‑end shutdown, and a paid six‑week sabbatical after six years. These elements indicate a recharge‑oriented approach within the U.S. offering.
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Healthcare Strength — Company materials emphasize comprehensive medical, dental, vision, and mental‑health resources alongside well‑being programs. Benefits pages consistently highlight breadth across core health coverage elements.
Roche Insights
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).
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