It Application/Technical Specialist
hace 1 mes
A Roche promove a diversidade, a equidade e a inclusão, representando as comunidades que atendemos. Ao lidar com saúde em escala global, a diversidade é um ingrediente essencial para o sucesso. Acreditamos que a inclusão é essencial para entender as diferentes necessidades de saúde. Juntos, abraçamos a individualidade e compartilhamos a paixão por cuidados excepcionais. Junte-se à Roche, onde cada voz é importante.
A posiçãoResponsible for: Ensuring that Customer Support in the EMEA RCSC delivers the required service offering to both the local market and designated served countries. Responsible for IT software systems.
Role Purpose At Roche, we are seeking a collaborative and agile individual with a growth mindset to join our Regional Customer Support Center team (RCSC). As a Senior Technical Specialist, you will have the opportunity to create a culture of service excellence towards our customers and stakeholders, contributing to our service strategy and providing the best service experience. We are a vibrant and dynamic team that is passionate about achieving our goals while maintaining work-life balance and having fun.
In this position, you will directly contribute to the vision of RCSC, demonstrating resilience, autonomy, and a strong commitment to teamwork. You will act as a catalyst for resolving complex issues, transferring expert knowledge, and fostering a culture of participation and responsibility within the region. Your high expertise and core skills are key to providing technical expert support and training for IT software and solutions.
Main Function of the Job: The IT Application/Technical Specialist will provide support in the following key result areas:
Handling of customer and employee enquiries, via phone or in the written form.Identification and troubleshooting of complex issues specially related to IT software (Navify solutions and Digital Infrastructure topics) with a Solution vision (360º).Conducting and designing employee training, ensuring the delivery of standardized concepts and documentation.Information and knowledge transfer, including the identification and distribution of important service and quality notifications, organizing technical meetings, and reviewing documentation for system launches.On-site service activities - supporting field-based technical support and sales personnel.Business support to Sales and Marketing (BA).Analyse and provide solutions to ensure Customer Experience and reduce product complaints/inquiries increasing customer satisfaction and support sustainability.Specific Responsibilities: Handling of customer and employee enquiries and complaints:Processing customer inquiries and troubleshooting.Processing employee inquiries.Identification of 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 plans.Use of remote service for diagnostic support.Documentation with CRM system.Handling of simple customer complaints including communication with customers and Roche colleagues.Evaluation work in RCSC laboratory to assist troubleshooting.Identification and troubleshooting of complex issues:Hotline support of field service colleagues with complex troubleshooting issues.Monitoring and escalation of complaints and product quality issues.Create and monitor PRI/PSIs in the Complaint management system.Conducting and design of customer and employee training:Perform trainings for Roche systems with agreed concepts and documentation.Collaborate with GCS on training design to standardize and create it adapted to support roles.Information and knowledge transfer:Identification, Translation (if required), and distribution of important Service and Quality Notifications.Provide 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, training documentation, and SW-Versions.Process and product quality monitoring using specific metrics.Provide necessary product information to local distributors.Involvement of suppliers of peripheral instruments (WSU, UPS, PCs, Printers…).On-site service activities:Troubleshooting on-site following discussions with field support representatives.Field support of field service colleagues with complex troubleshooting issues.Handling new system installations.Configuration of installed systems and application of test parameters.Business support to Sales and Marketing (BA):Supporting technical part of tender documentation.Analyze and provide solutions to ensure Customer Experience and reduce product complaints/inquiries:Analyze product indicators and KPIs to propose action plans to reduce customer complaints/inquiries.Propose "new ways" to bring support to organization and customers.Ensure customer experience with customer/targets needs identification.Technical and knowledge skills: Preanalytical and postanalytics systems.Cobas Infinity applications.Navify products knowledge.Infrastructure IT knowledge (fortigate, axeda, etc…).Valuable other IT solutions and connectivity knowledge.Non Technical skills: Teamwork.Communication and adaptability.Critical thinking.Leadership.Decision making.Resilience.Strategic and regional mindset.Responsibility & Ownership.Time management & Prioritization.Consulting.Customer interaction.Intercultural collaboration & Networking.Knowledge sharing.Project management.Promoting service solutions.Innovative.English mandatory.
Location:
You will be based in Sant Cugat, Spain (Flexibility to work from anywhere in Spain).
As a Senior Technical Specialist, you will be part of our Regional Customer Support Center team and play a crucial role in delivering the required service offering to both the local market and designated served countries. You will contribute to the team's success by providing technical support, troubleshooting complex issues, conducting training sessions, and facilitating information and knowledge transfer within the organization. Your role will also involve supporting sales and marketing activities, participating in strategic projects, and fostering customer relationships.
Be creative, be innovator and be part of new Customer experience. Quem nós somosNa Roche 100,000 pessoas em 100 países estão ultrapassando as fronteiras em cuidados com a saúde. Trabalhando juntos, nos tornamos um dos líderes mundiais em grupos de pesquisas. Nosso sucesso é construído com inovação, curiosidade e diversidade.
A Roche é um empregador que pratica políticas de igualdade de oportunidades.
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