Technical Specialist (m/f/d)

Roche Diagnostics GmbH; Mannheim; On-site; EUR 52,000 - 76,000; Full time

Job summary

Roche sucht am Standort Mannheim eine/n Technical Specialist (m/f/d) zur Unterst%C3%BCtzung des Regional Client Support Centers. Sie betreuen Kunden in Krankenh%C3%A4usern und Diagnostiklaboren, antworten telefonisch, per E-Mail und Remote-Unterst%C3%BCtzung und arbeiten eng mit Kolleg*innen in Mannheim und Almere zusammen.

Zu Ihren Aufgaben geh%C3%B6ren Fehleranalyse, L%C3%B6sungsentwicklung, Dokumentation im CRM und Schulungen in lokalen Sprachen.

Qualifications

• Ausgepr%C3%A4gte Sprachkenntnisse in Niederl%C3%A4ndisch/Fl%C3%A4misch und Englisch.
• Abgeschlossenes Ingenieursstudium (z. B. Medizintechnik, Elektrotechnik, Mechatronik) oder vergleichbare technische Ausbildung.
• Mehrj%C3%A4hrige Erfahrung im medizinisch-technischen Umfeld, technischer Kundensupport oder Laboren vorteilhaft.

Responsibilities

• Unterst%C3%BCtzung von Kunden in Krankenh%C3%A4usern und Diagnostiklaboren in Niederlanden und Belgien, sowie Kollegen im Feld, telefonisch, digital und via Remote-Verbindung.
• Ursachen von Produktproblemen identifizieren, L%C3%B6sungen entwickeln und geeignete Maßnahmen einleiten.
• Aktivita%C3%A4ten im CRM dokumentieren.
• Produktinformationen und Support-Informationen an Kunden und interne Wissensvermittlung weitergeben.
• Flexibel in Mannheim oder Almere arbeiten und mit RCSC-Kollegen zusammenarbeiten.
• Kundenschulungen in lokalen Sprachen durchf%C3%BChr%en und das Feldpersonal bei Vor-Ort-Serviceeins%C3%A4tzen unterst%C3%BCtzen.

Skills

Dutch / Flemish

English

Analytical thinking

Education

Engineering degree or technical training

Job description

Technical Specialist (m/f/d)

Arbeitsort: Mannheim

We are looking for a Technical Specialist (m/f/d) for the Regional Customer Support Center (RCSC), based in Mannheim (Germany). You will support numerous customers from seven countries, providing remote, telephone and email support for inquiries, technical questions, and complaints regarding Roche analytical systems.

Key responsibilities:

• Support customers in hospitals and diagnostic laboratories in the Netherlands and Belgium, and colleagues in the field, by telephone, digitally and via remote connection, handling technical product problems from acceptance to resolution.
• Identify causes of product problems, develop solutions, and initiate appropriate measures.
• Document activities in the customer relationship management (CRM) system.
• Prepare product information and support information transfer to customers and internal knowledge exchange.
• Work flexibly in Mannheim or Almere (Netherlands) and collaborate with RCSC colleagues.
• Conduct customer training sessions in local languages and support field service colleagues during on-site service visits.

Required qualifications:

• Fluency in Dutch/Flemish and English; German or Turkish/Greek is beneficial.
• Completed engineering studies (e.g., medical technology, electrical engineering, mechatronics) or equivalent technical training.
• Preferably several years of experience in the medical-technical field, in technical customer support or laboratory roles.
• In‑depth knowledge of technology (mechanics, electrical engineering), IT network structures, communication protocols, IT interfaces, and server operating systems.
• Strong problem‑solving skills, analytical mindset, quick learning, and structured approach.
• Openness, intercultural experience, and strong communicative and social competence in personal and virtual cooperation.
• Customer‑satisfaction oriented mindset.

We offer a wide range of benefits that support you in shaping your life, finances, and health. For details, visit https://go.roche.com/Kandidaten-Benefits-DE.