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Business Title: Customer Service Digital Solutions Specialist

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.

The Opportunity

Join Roche as a Customer Service Digital Solutions Specialist where you will play a pivotal role in providing technical expertise and support for Roche IT solutions and Roche Instruments’ operating software at customer sites. This position focuses on ensuring smooth installation, maintenance, and troubleshooting while driving market strategies for Laboratory Business Improvement and Diagnostics IT solutions. You will have the opportunity to create added value for customers and contribute to shaping the Diagnostics IT market by staying ahead of industry trends.

Key Responsibilities:

Install, maintain, and troubleshoot Roche IT solutions and software at customer sites, ensuring integration with Hospital/Laboratory Information Systems (HIS/LIS) via HL7 and ASTM standards.

Collaborate with Sales, Service, and Marketing teams to promote Roche IT solutions, providing product positioning, customer value propositions, and consulting support on connectivity solutions, data security, and regulatory compliance.

Offer workflow consulting services, including mapping and optimizing laboratory layouts and processes, leveraging tools such as turnaround time (TAT) simulations.

Support sales efforts by delivering product presentations, demonstrations, and training to end-users, while ensuring staff are well-versed in IT product strategies.

Drive the development of promotional concepts and marketing strategies in coordination with the Marketing Team to enhance the IT solutions portfolio.

Proactively key in activities in the Customer Relationship Management (CRM) system, escalating and resolving customer issues in a timely manner.

Ensure compliance with Roche’s quality standards, regulatory requirements, and local SOPs. Maintain PPE usage and observe safety protocols during maintenance and service activities.

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Who You Are 

Experience in IT solutions, preferably within the laboratory or healthcare industry.

Strong understanding of HIS/LIS integration, IT product strategy, and workflow consulting.

Excellent communication and consulting skills to present technical solutions and address customer needs.

Be part of an innovative team and contribute to delivering total lab solutions that empower the future of diagnostics. 

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.