Application Specialist

Roche; Ciudad de México; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A global healthcare company is seeking an Application Specialist for the Serum Work Area in LATAM. The role involves providing critical support to customer laboratories, handling inquiries and complaints, and troubleshooting issues with laboratory equipment. Candidates should have a degree in biology, microbiology, or health sciences, along with strong analytical and problem-solving skills. Proficiency in Spanish and advanced English is required. This position does not offer relocation assistance, and some travel may be needed.

Formación

• Bachelor's degree required in a relevant field.
• Basic knowledge in laboratory analysis, IT, and networking.
• Fluent in Spanish and advanced in English required.
• Willingness to travel locally and regionally.

Responsabilidades

• Provide first-level application support for customer inquiries.
• Handle troubleshooting and remote system access for investigations.
• Document customer issues to support quality and development.
• Conduct training sessions for staff and customers.
• Ensure compliance with training and quality processes.

Conocimientos

Laboratory analysis

Information Technology

Networking

Analytical skills

Problem-solving

Decision-making

Planning

Organizational skills

Fluent in Spanish

Advanced English

Educación

Degree in biology, microbiology, or health sciences

Descripción del empleo

Overview

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

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.

We are seeking an Application Specialist - Serum Work Area - LATAM to join our team, providing essential cross-border application support to our customer laboratories across the region. You will leverage your expertise in Serum Work Area disciplines to deliver the highest level of support, directly impacting patient care.

The Opportunity:

• You provide first-level application support, handling customer and staff inquiries and complaints via phone and in written form.
• You provide Second Level Support (SLS) to affiliate Field Service Representatives (FSRs) and report customer service activities in the CRM system according to guidelines.
• You identify and troubleshoot failures using remote access to systems, gathering data for investigation, and recommending corrective action for malfunctioning equipment or software.
• You manage extended complaint cases, escalating Priority (PRI) cases and supporting those escalated to Product Quality Management (PMQ).
• You document customer information and recurring technical issues to support product quality and development programs.
• You conduct staff training and workshops for customers.
• You ensure compliance with all mandatory training, actively participating in continuous improvement and quality processes.
• You participate in supporting Service-on-Site (SoS) with L2 or Application Product Manager (APM).

Who you are

• You hold a degree in biology, microbiology, or health sciences.
• You possess basic knowledge in laboratory analysis, Information Technology, and Networking.
• You are fluent in Spanish (verbal and written) and have Advanced English skills (verbal and written).
• You are open to local and regional travel.
• You are characterized by excellent analytical, problem-solving, decision-making, planning, and organizational skills.

Preferred

• You are proficient in the medical/diagnostic market and have advanced knowledge in the serum work area and preanalytics instruments.
• You have a strong knowledge of networks and equipment connectivity.
• You have a strong customer focus, reliability, and excellent interpersonal skills to communicate effectively at all levels and build productive customer relationships.
• You have a strong analytical approach, are target-oriented, meticulous, and proficient in problem-solving under pressure.

Esta posición no ofrece ayuda de relocación.

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.