Our customer support center located in Sant Cugat (Spain), is in charge of the technical and applications IT customer service for our Diagnostics Information solutions (DIS) IT solutions.
As an IT product specialist, you are the direct contact partner for technician and application IT requests of our customers from diagnostic laboratories.
Support our international customers by telephone and mail, giving support solving IT problems related to DIS solutions.
Handle customer inquiries from A to Z, starting with the acceptance of technician and application product problems through to the definition of suitable measures.
Form the interface between customers, field force and DIS divisions, and come up with sustainable solutions for complex support cases.
In this way, you ensure a results-oriented and first-class service for our customers.
Continuously monitor the process and quality of our services and therefore deliver an important contribution to improving the service quality.
Conduct customer and employee trainings in the customer support center and in the customer laboratory.
As a specialist, you support our digital implementation manager during complex situations and on-site customer integrations.
Who you are
You have an advanced level of English and Spanish.
You have successfully completed your studies in Informatics enginery or IT related studies.
You are fascinated by solving IT problems and you always present good solutions quickly and ways to improve customer satisfaction giving best support.
Use in-depth product knowledge to provide technical and application IT expertise, providing guidance and supporting cases and escalations with permanent contact with DIS deprtment
Strong analytical skills to understand and solve problems as well as summarise issues.
You have in-depth know-how with IT systems integrations, especially in medical environment (ASTM / HL7 languages) and experience on it.
You bring job experience in the IT medical or technical environment that you have either obtained through customer service in diagnostic laboratories.
You have experienced in project management, collaborate with customers to develop project plans. Monitor and control project execution and good change management practices.
You enjoy being a competent contact partner for customers and colleagues.
You enjoy working in customer service, with the aim of improving the customer experience.
You distinguish yourself by demonstrating excellent communicative and analytical skills combined with high customer orientation, team orientation and self-initiative.
At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-
focused healthcare groups. Our success is built on innovation, curiosity and diversity
Roche is an equal opportunity employer.
Servicio de asistencia al cliente, Servicio de asistencia al cliente >
Asistencia técnica y de aplicacionesSant Cugat del Vallès
En Roche, nuestro éxito se basa en la innovación, la curiosidad y la diversidad, multiplicado por 94,000 profesionales en 100 países.
Trabajando juntos, nos hemos convertido en uno de los grupos líderes de salud enfocados en la investigación.
Roche es un empleado que ofrece igualdad de oportunidades