Technical Specialist (m/f/d)

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

We are looking for a Technical Specialist (m/f/d) for the Regional Customer Support Center (RCSC), based in Mannheim (Germany)*. On a daily basis, we support numerous customers from seven countries and provide remote, telephone and email support for inquiries, technical questions and complaints regarding our Roche analytical systems. That’s what moves us: Safe and easy routines for our customers means more patients we can help. We are proud of who we are, what we do and how we do it, with a clear goal in mind: Doing now what patients need next.

The Opportunity

Our international Regional Customer Support Center (RCSC) is responsible for technical and application customer service for Roche analytical systems in in-vitro laboratory diagnostics. As an Technical Specialist (m/w/d), you will be the direct contact for inquiries from our customers in diagnostic laboratories and hospitals in the RCSC countries (Germany, Austria, Switzerland, the Netherlands, Belgium, Greece and Turkey). Your main tasks are:

• You will support our customers in hospitals and diagnostic laboratories in the Netherlands and Belgium as well as colleagues in the field by telephone, digitally and via remote connection and support them from the acceptance of technical product problems to the derivation of suitable measures for problem solving.
• You identify the causes of product problems, work out solutions and initiate appropriate measures.
• You carefully document your activities in the supporting customer relationship management (CRM) system.
• You prepare product information and support the transfer of information to the customer and the exchange of knowledge within the organization.
• *We are flexible as to where you work. Your place of work can be Mannheim (Germany) or Almere (The Netherlands). In any case, you will actively seek the exchange and cooperation with your colleagues at the RCSC in Mannheim
• Occasionally, you conduct customer training sessions in the local language.
• Occasionally, you support field service colleagues during on-site service visits to the customer lab.

Who you are

• You are fluent in Dutch/Flemish, and English. Ideally, you also speak German or another language such as Turkish or Greek.
• You have successfully completed your engineering studies (e.g. medical technology, electrical engineering, mechatronics) or degree. Alternatively, you have trained as a technician or computer scientist plus professional experience.
• Ideally, you have several years of experience in the medical-technical field, through technical customer support (field service or hotline) or in a laboratory function.
• You have in-depth knowledge of technology (mechanics, electrical engineering). You are familiar with IT network structures, communication protocols and IT interfaces and have experience in the area of server operating systems.
• You are quick on the uptake and can solve complex problems in a structured manner using your analytical skills.
• You are open minded and have intercultural experience.
• You show a high degree of communicative and social competence in personal and virtual cooperation. Working in a team is your strength.
• Customer satisfaction is your strongest motivation.

So far, so good? It gets even better.

We offer you a wide range of top benefits  at our locations. Only with you can we improve the lives of patients. Your contribution makes Roche unique. That's why we offer exceptional benefits that support you in shaping your life, your finances, and your health the way you want. Find out more here: https://go.roche.com/Kandidaten-Benefits-DE

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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.