Roche Diagnostics GmbH
Germany, Mannheim
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
At Roche, you can be yourself and are valued for your uniqueness. Our corporate culture fosters personal development, open dialogue, and authentic connections. As a pioneer in healthcare, we know: Every minute counts. When a diagnostic system in a laboratory stands still, patients are waiting for vital results. You ensure that our systems run smoothly, thus contributing directly to securing the healthcare of tomorrow. Become part of Roche, where every voice matters.
Your new team:
You will be part of our EMEA Customer Support Center Hub here in Mannheim. We are a team of technical and application experts supporting customers in the RCSC countries (Germany, Austria, Switzerland, the Netherlands, Belgium, Greece, and Turkey). Cohesion and working in intercultural teams are important to us; we work closely networked, including with 2nd-level support and our colleagues in the field.
Responsibilities | What awaits you
As a Technical Specialist (m/f/d), you are the technical interface to our customers and colleagues. Your goal is to find fast and sustainable solutions for complex inquiries. Your main tasks include:
* As the central point of contact, you process customer and employee inquiries by phone and email.
* You use remote services for customer support and, if necessary, simulate customer situations in our laboratory to quickly identify and resolve errors.
* You document your solution approaches structured in our CRM system and handle advanced complaint management for medium-complexity issues.
* You work closely with 2nd-level support and escalate product quality problems to the next competence level. Occasionally, you also support the technical field service during on-site activities.
* We are flexible regarding your work location. Your place of work can be Mannheim (Germany), Almere (Netherlands) or Diegem (Belgium). In any case, you actively seek exchange and collaboration with your colleagues at the RCSC in Mannheim.
Qualifications | What you bring
In addition to successfully completed training as a Medical Technical Assistant (MTA), Technician (e.g., Mechatronics, Medical Technology, Electrical Engineering), or a Bachelor's degree (e.g., Natural Sciences, IT, Chemical or Electrical Engineering), you have initial professional experience in the medical technology field, either through technical customer support (field service or hotline) or in a laboratory function. Furthermore, the following points round out your profile:
* You speak fluent Dutch/Flemish (C1). You also communicate confidently in English (min. B1/B2). Fluent German speaking skills are desirable.
* You have good user knowledge of medical analysis systems or, alternatively, know-how in robotics, mechanics, or electrical engineering. Basic IT network knowledge and familiarity with CRM tools are familiar to you.
* You are strongly customer-oriented, a real team player in intercultural teams, and possess pronounced methodical competence in troubleshooting.
Your Application
We ask you for the following documents:
* Current CV
Further documents are not mandatory at this time. Please note before submitting your application that no further documents can be added afterward.
Apply now – we look forward to it!
Your contact to us! With people. For people.
Do you need further support?
Please have a look at our FAQs, you will find them via https://careers.roche.com/global/en/faq.
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.
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