Senior Application Specialist, Serum Lab Support

Roche; Estado de México; Presencial; MXN 500.000 - 800.000; Jornada completa

Descripción de la vacante

Roche seeks an experienced Application Specialist L1 to deliver cross-border technical support for customer laboratories in the region, focusing on the Serum Work Area. You will mentor peers, handle advanced escalations, and provide hands-on troubleshooting and training.

The role requires a biology-related degree, strong lab and IT knowledge, and fluency in Spanish with advanced English. Travel locally and regionally is required, and relocation benefits are not available.

Formación

• Applications degree in biology, microbiology, or health sciences.
• Knowledge in laboratory analysis, information technology, and networking.
• Strong analytical, problem-solving, and decision-making abilities.
• Customer service orientation with excellent communication and organizational skills.
• Fluency in Spanish (verbal and written) and advanced English.
• Willingness to travel locally and regionally.

Responsabilidades

• Handle customer and staff inquiries via phone and written form.
• Provide first-level technical support to customers and resolve concerns.
• Offer SLS support to affiliates' FSRs and document in CRM.
• Escalate PRI cases when needed and support PMQ investigations.
• Troubleshoot using remote access and collect diagnostic data.
• Train customers and staff through workshops and knowledge transfers.
• Ensure compliance with mandatory training and participate in quality programs.
• Support on-site activities with Field Service Reps and Sales Reps.

Conocimientos

Lab analysis

IT & Networking

Analytical thinking

Customer service

Spanish fluency

English proficiency

Willing to travel

Educación

Biology/Microbiology/Health sciences degree

Descripción del empleo

Roche seeks an experienced Application Specialist L1 to deliver cross-border technical support for customer laboratories in the region, focusing on the Serum Work Area. You will mentor peers, handle advanced escalations, and provide hands-on troubleshooting and training.

The role requires a biology-related degree, strong lab and IT knowledge, and fluency in Spanish with advanced English. Travel locally and regionally is required, and relocation benefits are not available.