Complaint Handling Engineer - Sequencing

F. Hoffmann-La Roche AG; Warszawa; On-site; PLN 50,000 - 70,000; Full time

Benefits offered by this job

Annual bonus based on performance

Dedicated training budget

Recharge Fridays

Take-time program

Vacation subsidy

Flex location

Take-time for charity

Private healthcare

Multisport membership

Stock share purchase additions

Company laptop and car sales

Job summary

F. Hoffmann-La Roche AG in Warsaw is seeking a Complaint Handling Engineer to manage complaints and inquiries according to ISO quality standards. The candidate will handle, analyze, and document cases, ensuring compliance with regulations.

The ideal candidate will hold a relevant degree, have strong English communication skills, and possess experience in bioinformatics or related fields. Benefits include an annual bonus, dedicated training budget, and flexible location options.

Qualifications

• Degree in bioinformatics or related field with knowledge in genomics.
• Strong communication skills in English (written and spoken).
• Work experience in bioinformatics or support functions.

Responsibilities

• Handle cases according to ISO Quality System requirements.
• Analyze data to determine product performance issues.
• Communicate quality-related information to Country Organizations.

Skills

Communication skills in English

Experience in bioinformatics

Understanding of cloud computing

Ability to read and debug source code

Education

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

Tools

Nextflow

Snakemake

CWL

Linux/Unix

Job description

Position

Complaint Handling Engineer – Sequencing

Responsibilities

• 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 Country Organizations.
• Created, accepted, classified, investigated, documented, and resolved cases, including on‑site troubleshooting.
• Resolved cases in the assigned area, consulting with senior team members on technical or process‑related aspects when required.
• Interface with affiliates and ensured timely communication of quality‑related information to Country Organizations.
• Supported initiatives and measures to maintain enhanced interfaces with country organizations and regional representatives.
• Analyzed data using statistical measures to determine potential product performance issues.
• Escalated cases that could not be directly resolved to appropriate levels and initiated further investigation.
• Communicated case‑derived information and ensured compliance with established quality processes, standards, and regulations.
• Performed other duties assigned to meet PMQ goals and objectives.

Qualifications

• Degree in bioinformatics, computational biology, biomedical engineering, computer science (knowledge on bioinformatics or genomics, plus). Advanced degree is a plus but not required.
• Strong communication skills in English (written and spoken).
• Work experience in bioinformatics or support related functions.
• Experience reading source code and working with Linux/Unix operating systems for sequencing pipelines.
• Experience with workflow management tools such as Nextflow, Snakemake, CWL, or similar.
• Understanding of cloud computing platforms and experience managing on‑premise infrastructure (servers, HPC clusters).
• Knowledge of containerization technologies.
• Ability to read and debug source code in multiple programming languages to identify root causes.

Benefits

• Annual bonus based on performance.
• Dedicated training budget and support for certifications, conferences, and diversified career paths.
• Recharge Fridays – two Fridays off per quarter.
• Take‑time program – up to three months leave for any purpose.
• Vacation subsidy available.
• Flex location – possibility to work in different locations globally for a certain period.
• Take‑time for charity – additional paid leave up to two weeks.
• Private healthcare (LuxMed packages) and group life insurance (UNUM).
• Multisport membership.
• Stock share purchase additions.
• Company laptop and car sales.

Equal Opportunity Employer

Roche is an Equal Opportunity Employer. We believe it is urgent to deliver medical solutions right now – even as we develop innovations for the future.