Workflow & IT Technical Specialist

Position:
Workflow & IT Technical Specialist

Company:
Roche

Location:
Spain, Sant Cugat del Vallès

Employment type:
Full time

Short Summary:
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.

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

Requirement:
- Bachelor's degree, plus professional experience OR multiple years of proven experience in a customer-oriented environment
- Fluent written and spoken Spanish (required)
- English communication at B2 level (required)
- Preferred: 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

Benefits:
- Roche is an Equal Opportunity Employer.
- Commitment to scientific rigor, unassailable ethics, and access to medical innovations for all.