Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters. The PositionMain Function of the Job:
The Technical Specialist Specialist will provide support in the following key result areas:
Handling of customer and employee inquiries, via phone/digital channel or in the written form Identification and troubleshooting of complex issuesConducting and design of customer and employee training Information and knowledge transferOn-site service activities - supporting field-based technical support and sales personnel.Business support to Sales and Marketing (BA).Specific Responsibilities:
Handling of customer and employee inquiries and complaints. Scope:
Processing customer inquiries and troubleshooting.Processing employee inquiriesIdentification or product quality issues and escalation to the next level of skill and / or specialism.Identification of customer and / or laboratory organization issues and development of appropriate action plansUse of remote service for diagnostic supportDocumentation with CRM systemHandling of simple customer complaints including communication with customers and Roche colleaguesEvaluation work in RCSC laboratory to assist troubleshooting.Identification and troubleshooting of complex issues Scope:
Hotline-support of field service colleagues with complex troubleshooting issuesMonitoring and escalation of complaints and product quality issues.Create and monitor PRI/PSIs in Complaint management system.Conducting and design of customer and employee training Scope:
Perform trainings for Roche systems with agreed concepts and documentationInformation and knowledge transfer Scope:
Identification, Translation (if required) and distribution of important Service and Quality Notifications. Additionally develop detailed instructions and running a pilot if necessaryProvide feedback of Quality and Service Notifications when required.Publishing customer and employee directed information via dedicated information channels.Review of documentation for system launches and adjustment to customer needs.Review language translation of service and operator manuals, trainings documentation and SW-VersionsProcess and product quality monitoring using specific metricsProvide necessary product information to local distributors.Involvement of supplier of peripheral instruments (WSU, UPS, PCs, Printers …).On-site service activities Scope:
Troubleshooting on-site following discussions with field support representativesField-support of field service colleagues with complex troubleshooting issuesHandling new system installations.Configuration of installed systems and application of test parameters.Business support to Sales and Marketing (BA) Scope:
Supporting technical part of tender documentation.Job Accountabilities To undertake all tasks and responsibilities detailed in the Job Description and described in the Specific responsibilitiesPerform role and associated service activities professionally and in line with company expectations, taking ownership at all times on the service offering that Roche provides to its customer(s), and align outcomes with appropriate and relevant customer measuresReporting Relationships:
Head of RCSC Sant Cugat, RCSC
Line Manager, RCSC
Technical Specialist, RCSC
Requirements: Master or Bachelor of Science/Engineering or a Technical High school degree with good previous service experience of working with high-value capital equipments. Experience 2+ years.
Non Technical skills:
. Teamwork
. Communication and adaptability
. Critical thinking
. Leadership
. Decision making
. Resilience
. Responsibility & Ownership
. Time management & Prioritization
. Consulting
. Customer interaction
. Intercultural collaboration & Networking
. Knowledge sharing
. Promoting service solutions
. Innovative
Be creative, be innovator and be part of new Customer experience. Mandatory languages: Spanish and English. Portuguese (will be positively assessed).
Who we areAt Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity. Roche is an Equal Opportunity Employer.
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