Technical Support Engineer - Diagnostics

Roche; Ciudad de México; Híbrido; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global healthcare company is seeking an experienced Technical Specialist to provide cross-border technical support to customer laboratories in LATAM. The ideal candidate will have a Bachelor’s degree in Engineering or Health Sciences and fluency in Spanish or Portuguese, as well as advanced English. Responsibilities include troubleshooting, training, and ensuring the excellence of diagnostic solutions. This hybrid role is based in Mexico City, requiring both remote and in-person collaboration.

Formación

• Bachelor’s degree in Engineering (Chemical, Electrical, Mechanical) or Health Sciences (Biology, Microbiology).
• Fluency in Spanish or Portuguese and advanced English for global interaction.
• Solid knowledge in laboratory analysis, IT, and Networking.
• Previous experience in technical support specifically with STS & Hospoc disciplines.
• Excellent problem-solving and decision-making skills.

Responsabilidades

• Provide first-level technical support to customers and affiliates.
• Identify and resolve system failures using remote access tools.
• Document recurring technical issues in CRM systems.
• Manage and elevate case escalations to Global Support.
• Conduct technical workshops and training for customers and staff.

Conocimientos

Fluency in Spanish or Portuguese

Advanced English level

Solid knowledge in laboratory analysis

Excellent problem-solving skills

Strong communication skills

Educación

Bachelor’s degree in Engineering or Health Sciences

Descripción del empleo

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 looking for an experienced Technical Specialist to provide cross-border technical support to our customer laboratories in LATAM. You will leverage your expertise in STS & Hospoc to deliver high-level support, troubleshooting, and training, ensuring the excellence of our diagnostic solutions.

The Opportunity:

• Expert Technical Support: Provide first-level support to customers and affiliates (STS/SLS), resolving complex inquiries and complaints via phone and digital channels.

• Advanced Troubleshooting: Identify and resolve system failures using remote access tools to gather data and recommend corrective actions for software or electro‑mechanical issues.

• Complaint Management: Document recurring technical issues and customer information in CRM systems to support product quality and development programs.

• Case Escalation: Manage and elevate PRI (Product Reportable Items) and non‑PRI cases to Global Support (PMQ) when necessary.

• Knowledge Transfer: Conduct technical workshops and training sessions for both customers and internal staff to ensure equipment proficiency.

• Continuous Improvement: Actively participate in quality processes, mandatory training, and special projects to support regional business objectives.

• On‑site Support: Collaborate with Field Service (FSR) and Sales Reps on specific activities, including installations and preventive maintenance (SoS).

• Cross‑border Collaboration: Act as a technical bridge across LATAM affiliates, ensuring a consistent and high‑quality service experience.

Who you are:

• Bachelor’s degree in Engineering (Chemical, Electrical, Mechanical) or Health Sciences (Biology, Microbiology).

• Fluency in Spanish or Portuguese. Advanced English level is required for global interaction and technical documentation.

• Solid knowledge in laboratory analysis, Information Technology, and Networking.

• Previous experience in technical support or applications, specifically with STS & Hospoc disciplines.

• Excellent problem‑solving and decision‑making skills to handle complex and intermittent technical cases.

• Strong written and verbal communication skills, with a mastery of customer service orientation.

• Effective planning and time management to handle multiple priorities and documentation requirements.

• Open and available for both local and regional travel as required by the business.

• Commitment to compliance, mandatory training, and product quality standards.

Candidates must be based in São Paulo, Brazil, or Mexico City, Mexico. Please note that we follow a hybrid office model in both regions, requiring a blend of remote and in‑person collaboration.

Relocation benefits are not available for this position.

Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Mexico City. If you are interested in additional locations where the role may be available, we will provide the relevant compensation details later in the hiring process.

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.