Especialista Técnico L1

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 ideal 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.

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.