Workflow & IT Technical Specialist - roche

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 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 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