About this role
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 Application Specialist L1 About Roche A 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 Senior Application Specialist to provide cross-border technical support to our customer laboratories in the region. In this role, you will leverage your expertise in the Serum Work Area to deliver the highest level of support and foster a collaborative team environment. Join us to mentor peers and guide them through immediate technical escalations.
The Opportunity We are looking for an experienced Senior Application Specialist to provide cross-border technical support to our customer laboratories in the region. In this role, you will leverage your expertise in the Serum Work Area to deliver the highest level of support and foster a collaborative team environment. Join us to mentor peers and guide them through immediate technical escalations.
Responsabilities 1.Handling of customer and staff inquiries/complaints by phone and in written form: Provides first-level technical support to customers of the affiliates (Inquiries, Complaints) and resolve concerns raised by customers. Provide SLS support to affiliates' FSRs Report customer service in the CRM system according to the guidelines Escalation of PRI cases and support in cases escalated as PRI and non-PRI to the PMQ 2. Identification and trouble-shooting of failures; extended complaint management Use of remote access to systems for troubleshooting, gathering problem investigation data, and supporting inquiries.
Documents customer information and recurring technical issues to support product quality programs and product development Identification of complex, intermittent, or unusual cases in systems for consultation with L2 and troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action 3. Conducting of customer and staff training: Provide staff training and workshops to customers 4. Information and knowledge transfer; support for product updates and launches; quality monitoring: Ensure compliance with all mandatory and role related training.
Active participation in continuous improvement and quality processes Participate in special projects to support the objectives of the area 5. Service activities on site, support of Field Service Reps and Sales Reps: Participate in supporting SoS activities (PMs, Correctives, installations) in conjunction and in agreement with L2 or TPM Building upon the standard L1 front-line duties, the L1 Senior acts as the advanced first-line responder and mentor. The L1 SR is responsible for coaching new team members, guiding peers through immediate escalations, and filtering complex or intermittent daily cases using advanced standard methodologies and AI tools.
Who you are Applications Degree in biology or microbiology or health sciences Knowledge in laboratory analysis, information Technology & Networking Excellent analytical, problem analysis and decision-making skills, as well as effective planning, organizational and time management. Customer service orientation, mastering written/verbal communication, organization and prioritization skills. Fluency in Spanish (verbal and written).
Advanced English (verbal and written). Open for travels both local and regional Preferred Technical and Application Foundations Diagnostic Systems Knowledge: Ability to operate and understand the technical functioning of medical analysis equipment and their quality control protocols. I.Core Specialization: Understanding of laboratory processes, types of analysis, and their importance in medical decision-making.
Market Environment: General understanding of the In Vitro Diagnostics (IVD) sector and key players in the country of service. II. Methodology and Problem Solving Structural Root Cause Analysis: Ability to follow logical troubleshooting methodologies, identifying root causes rather than merely correcting symptoms.
Validación con IA (Agent Assist): Ability to use advanced support tools and diagnostic logs to investigate and resolve complex or atypical cases escalated from L1, while always validating non-standard interventions. Precision Documentation (CRM): Discipline to record every intervention in the CRM, understanding that good documentation is the basis of the company's shared knowledge. User Communication and Training: Ability to explain the functioning of the equipment to staff & customers in a simple and clear way, facilitating their technological adoption.
III.Roche core competencies CX Mindset: (e.g., Customer Focus, Personalization and Anticipatory Service Mindset). Analytical & Cognitive Skills: (e.g., Critical Thinking, Root Cause Analysis and Pattern Recognition). Knowledge Management & Learning Enabler: (e.g., Continuous knowledge sharing and knowledge base building).
Technical & Digital Problem-Solving Skills: (e.g., Resolving known issues using AI Relocation benefits are not available for this posting. 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.