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
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.
The Opportunity
We are looking for experienced Application Specialists to provide cross-border technical support to our customer laboratories in LATAM. The adecuado candidate will have expertise in Serum Work Area. In this role, you will leverage your knowledge of these disciplines to deliver the highest level support.
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 ele
📌 Especialista Técnico (Ciudad de México)
🏢 Roche
📍 Ciudad de México
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