Bei Roche kannst du ganz du selbst sein und wirst für deine einzigartigen Qualitäten geschätzt. Unsere Kultur fördert persönlichen Ausdruck, offenen Dialog und echte Verbindungen. Hier wirst du für das, was du bist, wertgeschätzt, akzeptiert und respektiert. Dies schafft ein Umfeld, in dem du sowohl persönlich als auch beruflich wachsen kannst. Gemeinsam wollen wir Krankheiten vorbeugen, stoppen und heilen und sicherstellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und in Zukunft. Werde Teil von Roche, wo jede Stimme zählt.

Die 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 idóneo 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 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

Degree with full technical higher education (biomedical engineering, precision mechanics, electronic, Information Technology, Medical Technology or related specialties).

Basic knowledge of electronics, electro-mechanical systems and 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

Relocation benefits are not available for this posting.

Wer wir sind
Eine gesündere Zukunft treibt uns zur Innovation an. Mehr als 100.000 Mitarbeiter weltweit arbeiten gemeinsam daran, wissenschaftliche Fortschritte zu erzielen und sicherzustellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und für zukünftige Generationen. Durch unser Engagement werden über 26 Millionen Menschen mit unseren Medikamenten behandelt und mehr als 30 Milliarden Tests mit unseren Diagnostik-Produkten durchgeführt. Wir ermutigen uns gegenseitig, neue Möglichkeiten zu erkunden, Kreativität zu fördern und hohe Ziele zu setzen, um lebensverändernde Gesundheitslösungen zu liefern.

Gemeinsam können wir eine gesündere Zukunft gestalten.

Roche ist ein Arbeitgeber, der die Chancengleichheit fördert.

#J-18808-Ljbffr

📌 Especialista Técnico (Nezahualcóyotl)
🏢 Roche Holding
📍 Nezahualcóyotl