Complaint Handling Engineer - Medical Software

Roche; Warszawa; Hybrid; PLN 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

A global healthcare company in Warsaw is seeking a Complaint Handling Engineer. This role involves managing complaints related to Digital Solutions quality and product performance in a hybrid work environment. The ideal candidate should possess a degree in relevant fields and strong communication skills in English. Experience in software-related roles and the ability to read and debug source code are essential. Join us in making a real impact on patient lives.

Qualifications

• You own a relevant degree.
• Strong communication skills in English are essential.
• Experience in software related or bioinformatics support functions is desired.
• Ability to read source code is a requirement.
• Understanding of cloud computing platforms is preferred.

Responsibilities

• Handle individual cases according to ISO Quality System requirements.
• Resolve cases requiring consultation with senior team members.
• Analyze data to determine product performance issues.
• Escalate unresolved cases as needed.
• Ensures compliance with quality processes, standards, and regulations.

Skills

Strong communication skills in English

Ability to read and debug source code

Understanding of cloud computing platforms

Experience in software-related functions

Software debugging

Education

Degree in bioinformatics, computational biology, biomedical engineering, computer science, or IT

Job description

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

As a Complaint Handling Engineer - Medical Software you will be dealing with complaints concerning Digital Solutions quality and product performance of Hospital/Laboratory Information Systems (HIS/LIS), medical data networks, middleware solutions, data communication, apps algorithms.

As a member of the Digital Solutions Chapter, you will be working in a very transversal Software environment having the opportunity to work with cutting edge technologies and different programming languages for on‑premise and cloud‑based software. You need to be able to read and understand source code in order to find out the root cause/causal factor of a SW malfunction/SW issue, and also be able to learn about Software requirements, fixing bugs process (even if you will not fix them) and general code maintenance, all of it in an Agile environment where you could contribute with your own ideas and proposals in a team continuously improving.

At Roche, we offer a hybrid work model that combines flexibility with in‑person collaboration. For now, we require our employees to be in our offices on average two days per week. The specific office days may vary depending on business needs, such as workshops, conferences, town halls, team meetings and other collaborative events.

The Opportunity

• Accountable for the timely handling of individual cases (Inquiry, Complaint, Potential Reportable and Safety issues) according to ISO Quality System requirements and regulations, and needs of the Country Organizations including creation, acceptance, classification, investigation, complete documentation, on‑site trouble‑shooting and resolution of cases
• Resolves cases in the assigned area, potentially requiring consultation with more senior team members on technical or process‑related aspects
• Interface with Affiliates and assumes responsibility for timely communication of quality related information to the Country Organizations. Supports initiatives and measures to maintain enhanced interfaces with country organizations and regional representatives
• Analyzes data using statistical measures for determining a potential product performance issue
• Responsible for escalating cases which cannot be directly resolved to appropriate levels and initiating further investigation and communicating case derived information as appropriate
• Ensures cases are compliant and conform to established quality processes, standards, and regulations

Who you are

• You own a degree in bioinformatics, computational biology, biomedical engineering, computer science, or an IT related field.
• Strong communication skills in English (written and spoken) are essential
• Work experience in the area of Software related or bioinformatics and/or in support related functions is desired
• Experience reading source code
• Understanding of cloud computing platforms as well as experience managing on premise infrastructure (including servers and high performance computing clusters) is desired
• You are able to read and or debug source code of different programming languages to understand the root cause of reported issues

Apply if you are

• Looking for an opportunity to continue growing in your career while mixing both the technical (IT) and medical fields
• Quick technology learner
• A team player who truly believes that together we can go further
• Not afraid to fail and learn
• Comfortable with uncertainty
• Looking for a purpose where your work will have a real impact on patient lives. Your work is meaningful to you
• Passionate and naturally curious
• Looking for solving real‑world problems and helping people

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Compensation & Benefits

Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Warsaw. 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. Information about the compensation package for this position will be provided ahead of any interview.

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.

Data protection notice: the controller of your personal data is Roche Diagnostics Polska sp. z o.o., ul. Domaniewska 28, 02‑672 Warsaw. The data is processed for the purpose of recruitment. You have the right to access data, rectify it, delete it, limit processing, transfer it and – if processing is based on your consent – withdraw this consent at any time. Contact the Data Protection Officer at: [e-mail]. More information on the principles of processing your personal data by Roche at the link: https://www.roche.pl/privacy-policy-recruitment-dia-en. Roche Diagnostics sp. z o.o. operates in full compliance with the law and does not tolerate any violations. Roche Diagnostics sp. z o.o. has implemented a Procedure for Reporting Violations of Law. If you wish to report any irregularities related to our activities, all necessary information regarding the reporting process can be found on our website: https://www.roche.pl/kontakt/ochrona-sygnalistow-zglaszanie-naruszen.

Website: https://careers.roche.com/global/en/we-are-roche