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ph3Complaint Handling Engineer – Medical Software /h3 pIn this role you will be involved in complaint handling concerning digital solutions quality and product performance of Hospital/Laboratory Information Systems (HIS/LIS), medical data networks, middleware solutions, data communication, and apps algorithms within a digital solutions chapter. You will read and understand source code to identify root causes of software malfunctions, learn about software requirements, bug‑fix processes, and code maintenance in an Agile environment. /p h3The Position /h3 pThis is a hybrid work model with an average of two days in the office per week. /p h3Opportunity /h3 ul liAccountable for the timely handling of individual cases (Inquiry, Complaint, Potential Reportable, and Safety issues) according to ISO Quality System requirements and regulations, and the needs of the Country Organizations, including creation, acceptance, classification, investigation, complete documentation, on‑site troubleshooting, and resolution of cases. /li liResolve cases in the assigned area, potentially requiring consultation with more senior team members on technical or process‑related aspects. /li liInterface with affiliates and assume responsibility for timely communication of quality‑related information to the Country Organizations. /li liAnalyze data using statistical measures to determine potential product performance issues. /li liEscalate cases that cannot be directly resolved to appropriate levels, initiate further investigation, and communicate case‑derived information as appropriate. /li liEnsure cases are compliant and conform to established quality processes, standards, and regulations. /li /ul h3Qualifications /h3 ul liDegree in bioinformatics, computational biology, biomedical engineering, computer science, or an IT related field. /li liStrong communication skills in English (written and spoken). /li liWork experience in software‑related or bioinformatics and/or support‑related functions. /li liExperience reading source code. /li liUnderstanding of cloud computing platforms as well as experience managing on‑premise infrastructure (including servers and high‑performance computing clusters). /li liAbility to read and debug source code of different programming languages to understand the root cause of reported issues. /li /ul h3Desired Attributes /h3 ul liLooking for an opportunity to continue growing in your career while mixing both the technical and medical fields. /li liQuick technology learner. /li liTeam player who truly believes that together we can go further. /li liNot afraid to fail and learn. /li liComfortable with uncertainty. /li liLooking for a purpose where your work will have a real impact on patient lives. /li liPassionate and naturally curious. /li liLooking to solve real‑world problems and help people. /li /ul h3Compensation Benefits /h3 pInformation about the compensation package for this position will be provided ahead of any interview. /p pRoche is an Equal Opportunity Employer. /p /p #J-18808-Ljbffr

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. Si cree que es el candidato ideal para la siguiente oportunidad, envíe su solicitud después de leer la descripción completa. The Position At Roche, we are passionate about transforming patients’ lives, and we are bold in both decision and action - we believe that good business means a better world. That is why we come to work every single day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. Our success is built on innovation, curiosity and diversity. With more than 100 digital technology and data initiatives already underway, Roche is working with innovative companies in the data, analytics and software fields to transform healthcare delivery through digital solutions. Moreover, Roche is one of the highest spenders on research and development (R&D) among global pharmaceuticals, spending more than 20% of revenue. This substantial investment has resulted in products that have advanced the understanding of disease and transformed the practice of medicine. As a Software Engineer in Post Market Quality (PMQ), you will be at the forefront of ensuring the quality and performance of Roche’s Digital Solutions, handling complaints related to Hospital/Laboratory Information Systems (HIS/LIS), medical data networks, middleware solutions, data communication, apps, and algorithms. Joining the Digital Solutions Chapter means working in a highly transversal software environment, giving you the opportunity to engage with cutting‑edge technologies and diverse programming languages for both on‑premise and cloud‑based software. Your core mission will be to act as a deep‑dive investigator: You will analyze cases, log files and source code to determine the root cause or causal factor of a software malfunction/issue. While your focus is on root cause analysis, you will not be responsible for the final bug fixes. This role is set within an Agile environment where your innovative ideas and proposals are highly valued, contributing directly to a team focused on continuous improvement. Main tasks • You are accountable for handling complex medical software complaints, safety issues, and product inquiries for software products (on premise, cloud, mobile, apps,...)., • You will manage the entire case lifecycle, from initial creation and classification to in‑depth investigation, collaboration with the on‑site trouble‑shooting team, documentation and final resolution. For cases that cannot be directly resolved, you take ownership of escalating to the development department., • You act as a technical expert for case resolution, using your ability to read and understand source code to identify the root cause/causal factor of software malfunctions. You will consult with senior technical experts on technical and process‑related aspects as needed., • You are the critical interface with Affiliates and Country Organizations. You will be responsible for the timely communication of essential quality‑related information and supporting initiatives that enhance our regional partnerships., • You use your automation and data analytics skills to enhance the case handling process and proactively monitor product performance data. Requirements • A degree in computer science or an IT related field., • Strong IT skills, especially the ability to read and debug source code of different programming languages to understand the root cause of reported issues., • Strong communication skills in English (written and spoken) are essential., • Work experience in the area of Software engineering or IT support related functions is desired., • Automation skills and experience with data analytics are a plus. Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Sant Cugat del Vallès. 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. About us 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. xcskxlj Roche is an Equal Opportunity Employer. #J-18808-Ljbffr

ph3The Position /h3 pThe mission of the Patient Care Country Expert is to deliver a seamless, positive experience for customers across multiple communication channels. Dedicated to efficiently resolving service requests and incidents, the Patient Care Advisor ensures proper classification, assignment, tracking, documentation, and follow‐up to guarantee a satisfactory resolution. /p pBy driving customer satisfaction through key performance indicators, the Patient Care Country Expert supports the leader with the internal and external teams to offer robust technical and medical support, manages adverse events and product complaints with high-quality customer service, and adheres to organizational, client, and regulatory guidelines. Committed to continuous development through necessary training, tools, and resources, the Patient Care Country Expert consistently delivers value to the team while operating with a global perspective and leveraging best practices. /p pThe Patient Care Country Expert reports to the Customer Care Team Manager or other Customer Care Leader and is responsible for the technical, analytical and operational support of the area and coordinating country related topics. She/He could assist the leader in people management daily tasks and take over deputy functions in case of leader absence. Additionally provides excellent customer front‑line assistance through a variety of channels and technology to patients and customers related to Products and Digital Solutions commercialized by Roche, understanding their needs and following all the systems and procedures established. /p h3Key Accountabilities /h3 h3Leadership and Team Support /h3 ul liProvide constructive feedback and coaching on technical and behavioral issues in partnership with the advisor’s leader or Supplier Operations Manager /li liInspire and motivate the team by leading by example /li liSupport leaders in quality‐related topics and audit preparation /li liAssist in the recruitment process, including interviewing and initial candidate selection with People Culture (PC) /li liProactively support leaders in specific country‑related topics, including country meetings, operational process implementation, and task distribution among advisors /li liIn the leader’s absence, ensure the efficient running of daily operations /li liCommunicate operational topics to the team and provide necessary follow‑ups /li liManage administrative team tasks such as holiday requests and absences /li /ul h3Country‑Specific Expertise /h3 ul liAct as the first point of contact for country‑specific questions, escalating requests to leaders when necessary /li liMonitor and analyze KPIs, ensuring country procedures are correctly applied and identifying training needs /li liProvide training on country‑specific topics and procedures to new advisors, and offer refresh training as needed /li liMaintain and update the knowledge base on country‑related topics, informing advisors accordingly /li liTake ownership of adapting global processes to local markets by staying up‑to‑date with changing regulations and legal frameworks /li liProactively propose improvements to existing workflows based on country‑specific knowledge and insights /li /ul h3Customer Interaction and Support /h3 ul liHandle escalated customer interactions and provide exemplary solutions /li liAddress complex technical and marketing‑oriented customer requests via phone and in writing /li liProcess complaints in alignment with internal quality guidelines and regulatory provisions /li liWork with inbound workflow objects and manage customer‑specific data in the CRM system in real‑time /li /ul h3Continuous Improvement and Knowledge Management /h3 ul liAssist in coordinating continuous improvement plans and conducting deep‑dive analysis of customer feedback /li liCreate, modify, and keep the data basis updated for the customer experience organization /li liAct as a coach or mentor for technical and process‑related topics for the members /li liServe as the primary point of contact for knowledge transfer during new demand transitions /li liWork closely with the Trainer and QA Team and Leadership to foster a knowledge‑sharing culture by organizing regular knowledge transfer workshops and webinars /li liLead efforts to develop and maintain documentation on best practices, ensuring the team stays aligned with industry trends and internal benchmarks /li /ul h3Process Improvement and Technical Expertise /h3 ul liActively participate in process improvement, innovation, and resolution of complex technical issues /li liSupport service review data analytics and proactively communicate with stakeholders about changes and potential issues /li liDevelop and help establish training modules for continuous learning /li /ul h3Key skills /h3 ul liFluent in Spanish and English; any other relevant language is a plus /li liConsolidated knowledge of Products and Digital Solutions commercialized by Roche preferred /li liRole model in IT navigation skills – fast learner in new technologies /li liRole model in listening and communication skills /li liUnderstands what motivates people to perform at their best /li liIs inspirational and helps creating a motivated team, through feedback and recognition /li liCan clearly convey objectives expectations to other team members /li liUnderstands a broader business perspective and stands behind decisions that have been made /li liHas shown over the years a proactive attitude and genuine interest in leading people suggesting improvements, active participation in meetings, creating a positive team spirit, giving constructive feedback to peers and management /li liAnalytical and experience with KPI and building reports /li liExcellent customer orientation and service mindset /li liBachelor degree or equivalent professional experience will be a plus, minimum of 3-5 years of experience in customer care or similar professional work environment /li liWorks with autonomy and flexibility, always with a team work attitude /li liMulti‑tasking, agile skills and flexible to adapt to changes /li liContributes with a positive spirit to a pleasant working environment /li liAlways willing to learn and grow with an attitude to go beyond (in a humble manner) /li liProven ability to make quick and effective independent decisions /li liAbility to develop deep product and/or service knowledge /li liEngagement with our customer care organization and open to continuous improvement and learning /li liSchedule flexibility required. May be assigned a schedule that includes evenings, nights, weekends, and/or holidays /li /ul pbRoche is an Equal Opportunity Employer. /b /p /p #J-18808-Ljbffr

ppAt 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. /p h3Overview /h3 pIn our cross functional and cross Site team, we are looking for a Test Technician with a strong interest in Instrument testing focusing on Software Testing to join our team in Sant Cugat. While you will be working with physical medical instruments, your primary focus will be on the software that drives them—executing test cases, documenting defects, and ensuring the system is reliable for patient use. /p h3Your Role /h3 pIn this position, you are the guardian of software quality. You will be responsible for the consistent execution of test protocols that bridge the gap between digital code and mechanical movement. /p h3Responsibilities /h3 ul liSoftware-Centric medical device testing: Execute manual test cases focusing on software functionality, with a customer mindset on a medical device. /li liLifecycle Maintenance: Create, refine, and update software test cases over the entire life cycle of the medical device. /li liMethodical Execution: Perform repetitive test cycles with high consistency to ensure software stability across different versions. /li liTechnical Documentation: Document every step of your process. You will record defects and test results with high precision to meet medical regulatory standards. /li /ul h3Your Profile /h3 ul liFormación Profesional (Grado Medio/Superior); no university degree is required—we value your practical skills, technical curiosity, and drive to learn. /li liBackground: Completed apprenticeship or solid job experience in a technical environment, laboratory, or IT-support setting. E.g. Técnico/a de Pruebas, Tester de Software y Hardware, Técnico de Verificación y Validación (VV), Desarrollo de Aplicaciones Multiplataforma, Grado en Ingeniería Informática or similar. /li liThe "Tester" Mindset: You are naturally conscientious and thorough. You enjoy a routine-oriented environment and take pride in performing repetitive tasks with 100% accuracy every time. /li liSoftware Affinity: You have a keen interest in how software operates and a desire to build a career in instrument/system testing (no programming skills needed). /li liQuality First: You understand that documenting a test is just as important as performing it. /li liSoft skills: Ability to actively contribute to team collaboration, inclusion, sharing ideas and good team spirit, as well as mutual trust and respect (project team and sub chapter level). /li liLanguages: Expert Spanish (C1 or better) and expert English (C1 or better); project language is English. Local team language is Spanish. /li liBonus skills: Basic understanding of customer workflows in diagnostic instruments (e.g. in coagulation or serum work area); basic skills with testing tools (e.g. Retina); initial experience with software testing on instrument level. /li /ul h3What you can expect from us /h3 ul liTeamwork with ambitious and passionate people building high-quality products meeting customer needs. /li liAn agile working environment allowing for collaboration and knowledge sharing in cross-functional teams. /li liFostered collaboration within the project and chapter to build and maintain a trust-based network with people who share common interests or goals. /li /ul h3Location /h3 pYou will be based in Sant Cugat/Spain. /p pRoche is strongly committed to a diverse and inclusive workplace. We strive to build teams that represent a range of backgrounds, perspectives, and skills. Embracing diversity enables us to create a great place to work and to innovate for patients. /p pSo, just apply for the position! /p h3Who we are /h3 pA 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. /p pLet’s build a healthier future, together. /p pbRoche is an Equal Opportunity Employer. /b /p /p #J-18808-Ljbffr

ppAt 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. /p h3The Position /h3 pThe mission of the Patient Care Country Expert is to deliver a seamless, positive experience for customers across multiple communication channels. Dedicated to efficiently resolving service requests and incidents, the Patient Care Advisor ensures proper classification, assignment, tracking, documentation, and follow‑up to guarantee a satisfactory resolution. /p pBy driving customer satisfaction through key performance indicators, the Patient Care Country Expert supports the leader with internal and external teams to offer robust technical and medical support, manages adverse events and product complaints with high‑quality customer service, and adheres to organizational, client, and regulatory guidelines. Committed to continuous development through necessary training, tools, and resources, the Patient Care Country Expert consistently delivers value to the team while operating with a global perspective and leveraging best practices. /p pThe Patient Care Country Expert reports to the Customer Care Team Manager or other Customer Care Leader and is responsible for the technical, analytical and operational support of the area and coordinating country related topics. She/He could assist the leader in people management daily tasks and take over deputy functions in case of leader absence. Additionally is providing excellent customer front‑line assistance through a variety of channels and technology to patients and customers related to Products and Digital Solutions commercialised by Roche, understanding their needs and following all the systems and procedures established. /p h3Leadership and Team Support /h3 ul liProvide constructive feedback and coaching on technical and behavioural issues in partnership with the advisor’s leader or Supplier Operations Manager /li liInspire and motivate the team by leading by example /li liSupport leaders in quality‑related topics and audit preparation /li liAssist in the recruitment process, including interviewing and initial candidate selection with People Culture (PC) /li liProactively support leaders in specific country‑related topics, including country meetings, operational process implementation, and task distribution among advisors /li liIn the leader’s absence, ensure the efficient running of daily operations /li liCommunicate operational topics to the team and provide necessary follow‑ups /li liManage administrative team tasks such as holiday requests and absences /li /ul h3Country‑Specific Expertise /h3 ul liAct as the first point of contact for country‑specific questions, escalating requests to leaders when necessary /li liMonitor and analyse KPIs, ensuring country procedures are correctly applied and identifying training needs /li liProvide training on country‑specific topics and procedures to new advisors, and offer refresh training as needed /li liMaintain and update the knowledge base on country‑related topics, informing advisors accordingly /li liTake ownership of adapting global processes to local markets by staying up‑to‑date with changing regulations and legal frameworks /li liProactively propose improvements to existing workflows based on country‑specific knowledge and insights /li /ul h3Customer Interaction and Support /h3 ul liHandle escalated customer interactions and provide exemplary solutions /li liAddress complex technical and marketing‑oriented customer requests via phone and in writing /li liProcess complaints in alignment with internal quality guidelines and regulatory provisions /li liWork with inbound workflow objects and manage customer‑specific data in the CRM system in real‑time /li /ul h3Continuous Improvement and Knowledge Management /h3 ul liAssist in coordinating continuous improvement plans and conducting deep‑dive analysis of customer feedback /li liCreate, modify, and keep the data basis updated for the customer experience organisation /li liAct as a coach or mentor for technical and process‑related topics for the members /li liServe as the primary point of contact for knowledge transfer during new demand transitions /li liWork closely with the Trainer and QA Team and Leadership to foster a knowledge‑sharing culture by organising regular knowledge transfer workshops and webinars /li liLead efforts to develop and maintain documentation on best practices, ensuring the team stays aligned with industry trends and internal benchmarks /li /ul h3Process Improvement and Technical Expertise /h3 ul liActively participate in process improvement, innovation, and resolution of complex technical issues /li liSupport service review data analytics and proactively communicate with stakeholders about changes and potential issues /li liDevelop and help establish training modules for continuous learning /li /ul h3Key skills /h3 ul liFluent in Italian and English; any other relevant language is a plus /li liConsolidated knowledge of Products and Digital Solutions commercialised by Roche preferred /li liRole model in IT navigation skills – fast learner in new technologies /li liRole model in listening and communication skills /li liUnderstands what motivates people to perform at their best /li liIs inspirational and helps creating a motivated team, through feedback and recognition /li liCan clearly convey objectives expectations to other team members /li liUnderstands a broader business perspective and stands behind decisions that have been made /li liHas shown over the years a proactive attitude and genuine interest in leading people suggesting improvements, active participation in meetings, creating a positive team spirit, giving constructive feedback to peers and management /li liAnalytical and experience with KPI and building reports /li liExcellent customer orientation and service mindset /li liBachelor degree or equivalent professional experience will be a plus, minimum of 3‑5 years of experience in customer care or similar professional work environment /li liWorks with autonomy and flexibility, always with a team work attitude /li liMulti‑tasking, agile skills and flexible to adapt to changes /li liContributes with a positive spirit to a pleasant working environment /li liAlways willing to learn and grow with an attitude to go beyond (in a humble manner) /li liProven ability to make quick and effective independent decisions /li liAbility to develop deep product and/or service knowledge /li liEngagement with our customer care organization and open to continuous improvement and learning /li liSchedule flexibility required. May be assigned a schedule that includes evenings, nights, weekends, and/or holidays /li /ul h3Who we are /h3 pA 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. /p pLet’s build a healthier future, together. /p bRoche is an Equal Opportunity Employer. /b /p #J-18808-Ljbffr

ppBei Roche kannst du ganz du selbst sein und wirst für deine einzigartigen Qualitäten geschätzt. Unsere Kultur fördert persönlichen Ausdruck, offenen Dialog und echte Verbindungen. Hier wirst du für das, was du bist, wertgeschätzt, akzeptiert und respektiert. Dies schafft ein Umfeld, in dem du sowohl persönlich als auch beruflich wachsen kannst. Gemeinsam wollen wir Krankheiten vorbeugen, stoppen und heilen und sicherstellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und in Zukunft. Werde Teil von Roche, wo jede Stimme zählt. /ph3Die Position /h3pThe mission of the Patient Care Country Expert is to deliver a seamless, positive experience for customers across multiple communication channels. Dedicated to efficiently resolving service requests and incidents, the Patient Care Advisor ensures proper classification, assignment, tracking, documentation, and follow-up to guarantee a satisfactory resolution. /ppBy driving customer satisfaction through key performance indicators, the Patient Care Country Expert supports the leader with the internal and external teams to offer robust technical and medical support, manages adverse events and product complaints with high-quality customer service, and adheres to organizational, client, and regulatory guidelines. Committed to continuous development through necessary training, tools, and resources, the Patient Care Country Expert consistently delivers value to the team while operating with a global perspective and leveraging best practices. /ppThe Patient Care Country Expert is reporting to the Customer Care Team Manager or other Customer Care Leader and is responsible for the technical, analytical and operational support of the area and coordinating country related topics. She/He could assist the leader in people management daily tasks and take over deputy functions in case of leader absence. Additionally is providing excellent customer front-line assistance through a variety of channels and technology to patients and customers related to Products and Digital Solutions commercialized by Roche, understanding their needs and following all the systems and procedures established. /ph3Key Accountabilities /h3h3Leadership and Team Support /h3ulliProvide constructive feedback and coaching on technical and behavioral issues in partnership with the advisor’s leader or Supplier Operations Manager. /liliInspire and motivate the team by leading by example. /liliSupport leaders in quality-related topics and audit preparation. /liliAssist in the recruitment process, including interviewing and initial candidate selection with People Culture (PC). /liliProactively support leaders in specific country-related topics, including country meetings, operational process implementation, and task distribution among advisors. /liliIn the leader’s absence, ensure the efficient running of daily operations; /liliCommunicate operational topics to the team and provide necessary follow-ups. /liliManage administrative team tasks such as holiday requests and absences. /li /ulh3Country-Specific Expertise /h3ulliAct as the first point of contact for country-specific questions, escalating requests to leaders when necessary. /liliMonitor and analyze KPIs, ensuring country procedures are correctly applied and identifying training needs. /liliProvide training on country-specific topics and procedures to new advisors, and offer refresh training as needed. /liliMaintain and update the knowledge base on country-related topics, informing advisors accordingly. /liliTake ownership of adapting global processes to local markets by staying up-to-date with changing regulations and legal frameworks. /liliProactively propose improvements to existing workflows based on country-specific knowledge and insights. /li /ulh3Customer Interaction and Support /h3ulliHandle escalated customer interactions and provide exemplary solutions. /liliAddress complex technical and marketing-oriented customer requests via phone and in writing. /liliProcess complaints in alignment with internal quality guidelines and regulatory provisions. /liliWork with inbound workflow objects and manage customer-specific data in the CRM system in real-time. /li /ulh3Continuous Improvement and Knowledge Management /h3ulliAssist in coordinating continuous improvement plans and conducting deep dive analysis of customer feedback. /liliCreate, modify, and keep the data basis updated for the customer experience organization. /liliAct as a coach or mentor for technical and process-related topics for the members. /liliServe as the primary point of contact for knowledge transfer during new demand transitions. /liliWork closely with the Trainer and QA Team and Leadership to foster a knowledge-sharing culture by organizing regular knowledge transfer workshops and webinars. /liliLead efforts to develop and maintain documentation on best practices, ensuring the team stays aligned with industry trends and internal benchmarks. /li /ulh3Process Improvement and Technical Expertise /h3ulliActively participate in process improvement, innovation, and resolution of complex technical issues. /liliSupport service review data analytics and proactively communicate with stakeholders about changes and potential issues. /liliDevelop and help establish training modules for continuous learning. /li /ulh3Key skills /h3ulliFluent in Spanish and English; any other relevant language is a plus. /liliConsolidated knowledge of Products and Digital Solutions commercialized by Roche preferred. /liliRole model in IT navigation skills – fast learner in new technologies. /liliRole model in listening and communication skills. /liliUnderstands what motivates people to perform at their best. /liliIs inspirational and helps creating a motivated team, through feedback and recognition. /liliCan clearly convey objectives expectations to other team members. /liliUnderstands a broader business perspective and stands behind decisions that have been made. /liliHas shown over the years a proactive attitude and genuine interest in leading people suggesting improvements, active participation in meetings, creating a positive team spirit, giving constructive feedback to peers and management; /liliAnalytical and experience with KPI and building reports. /liliExcellent customer orientation and service mindset. /liliBachelor degree or equivalent professional experience will be a plus, minimum of 3-5 years of experience in customer care or similar professional work environment. /liliWorks with autonomy and flexibility, always with a team work attitude. /liliMulti-tasking, agile skills and flexible to adapt to changes. /liliContributes with a positive spirit to a pleasant working environment. /liliAlways willing to learn and grow with an attitude to go beyond (in a humble manner). /liliProven ability to make quick and effective independent decisions. /liliAbility to develop deep product and/or service knowledge. /liliEngagement with our customer care organization and open to continuous improvement and learning. /liliSchedule flexibility required. May be assigned a schedule that includes evenings, nights, weekends, and/or holidays. /li /ulh3Wer wir sind /h3pEine gesündere Zukunft treibt uns zur Innovation an. Mehr als 100.000 Mitarbeiter weltweit arbeiten gemeinsam daran, wissenschaftliche Fortschritte zu erzielen und sicherzustellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und für zukünftige Generationen. Durch unser Engagement werden über 26 Millionen Menschen mit unseren Medikamenten behandelt und mehr als 30 Milliarden Tests mit unseren Diagnostik-Produkten durchgeführt. Wir ermutigen uns gegenseitig, neue Möglichkeiten zu erkunden, Kreativität zu fördern und hohe Ziele zu setzen, um lebensverändernde Gesundheitslösungen zu liefern. /ppGemeinsam können wir eine gesündere Zukunft gestalten. /ppbRoche ist ein Arbeitgeber, der die Chancengleichheit fördert. /b /p /p #J-18808-Ljbffr

Merck Healthcare is offering an internship in the Data and IT Area located in Mollet del Vallès, Spain. This position involves collaborating with IT business partners, assisting in architecture assessments, and managing digital use cases. Candidates should be enrolled in a Master's program and possess strong interest in business process digitalization. The role emphasizes excellent communication skills and organizational abilities. Join Merck to innovate in healthcare and contribute to meaningful projects.br#J-18808-Ljbffr

ph3The Opportunity /h3pAs a Master Data Product Owner, you will work within an agile team, driving the creation and delivery of sophisticated data chains and tools in the area of Product Master Data management (MDM) and Product Information Management (PIM) that fulfill internal and external customer needs. This role requires close collaboration with various stakeholders to ensure alignment with business goals and user requirements throughout the product lifecycle. /ph3Responsibilities /h3ulliShape the information architecture and product data model in collaboration with IT and business experts, ensuring simplicity and end-to-end interoperability /liliTake data compliance aspects into account, design platform-specific governance, and align with overarching standards. Guide the associated Data Operations team accordingly /liliBased on deep understanding of data consuming business processes, specify business requirements, generate new ideas that improve customer satisfaction, and articulate the value proposition of new data products /liliDrive the delivery of new data product initiatives and continuous product improvement from conception through implementation, collaborating with cross-functional teams to meet objectives within time, budget, and quality parameters. /liliMaintain and prioritize the product backlog, ensure that the product vision is clearly understood and implemented effectively /liliSupport the Business Process Owners in managing rollouts and ensuring that all aspects of the program are integrated and functioning as intended. Provide data-driven insights into product success /liliCollaborate with IT and business teams to ensure effective data and tool support workflows and adherence to SLAs /li /ulh3Who You Are /h3pThe combination of technical expertise and business acumen will enable the candidate to successfully manage data product lifecycles and ensure fully integrated and efficient program execution. /pulliBachelor’s degree in a STEM field (Science, Technology, Engineering, or Mathematics), or a related discipline /liliA minimum of 3 years of professional experience in relevant roles preferably within data-driven environments, or product information management, with a strong affinity for data modeling and analysis /liliDemonstrable touchpoints with key concepts in the area of concern such as Product Data Management (PDM), Configure/Price/Quote (CPQ), Product Information Management (PIM), Component Content Management Systems (CCMS), omnichannel, Data Mesh /liliFamiliarity with AI technologies, including their application for data enrichment and delivery (IDP, LLM, vector storage, knowledge graph, LangChain as examples), with a solid understanding of their relevance in business process optimization /liliAbility to bridge the gap between technical and business stakeholders at various levels of seniority, by effectively translating and aligning technical concepts with business priorities /liliCollaboration and teamwork skills, and knowledge of agile methodologies /liliHigh motivation to grow in a dynamic environment at the intersection of Roche Diagnostics commercial business and digital technology /li /ulpLocation: Sant Cugat del Vallès. /ppRoche is an Equal Opportunity Employer. /p /p #J-18808-Ljbffr

ph3Position Summary /h3 pAs the Head of RIS Market Adoption, you play a senior and critical role responsible for driving the uptake of Roche Information Solutions (RIS) from "Nail‑it" to "Scale‑it" across markets and Roche affiliates. You address two key aspects of adoption: overcoming market barriers for broad adoption within and across markets, and leveraging and activating the commercial framework within our affiliates. Working closely with the Go‑to‑Market (GTM) Strategy team and other partners across the Roche organization, you shape the GTM blueprint and identify opportunities to address barriers for broad adoption. While the GTM Strategy function is responsible for a highly commercial‑ready product, your focus is ensuring broad adoption into commercial frameworks and markets around the globe. /p pYour key deliverables include developing strategies to comply with local data residency policies, unlocking revenue pathways for different customer and market archetypes, and demonstrating the value and return on investment (ROI) through commercial evidence generation. You also create and deliver scalable models and frameworks for clinician engagement and customer success. /p h3Main Responsibilities /h3 ul liTeam Leadership and Development: Coach, develop, and manage the Market Adoption team, fostering a culture of high performance and continuous learning to ensure consistent application of capabilities across all projects and use cases. You will create a high‑performing team, empower people to contribute to their full potential, actively coach, and manage succession planning. /li liRevenue Strategy and Financial Modeling: Proactively analyze and connect financial flows, value pools, and emerging market dynamics to develop commercial insights and accelerate market success across all regions. /li liPayer and Reimbursement Strategy: Develop and execute comprehensive revenue and payer strategies at the portfolio level in collaboration with GTM Strategy teams and Lifecycles. Establish innovative payer models to ensure optimal reimbursement and maximum value capture. /li liEvidence Generation and Alignment: Drive the strategic alignment and prioritization of Commercial Evidence (e.g., Health Economics and Outcomes Research/HECONs) in close collaboration with the Clinical Evidence team and relevant Lifecycles. /li liClinical Digital Transformation Leadership: Lead the team of clinical digital transformation specialists, providing strategic clinical guidance to specific projects and inspiring affiliates to successfully commercialize and scale digital solutions. /li liMarket Shaping and Opportunity Identification: Collaborate with regional teams to identify and actively pursue market shaping opportunities with a mid‑to‑long term view, utilizing an open and experimental approach to ensure the best market fit. /li liOperational Readiness and Compliance: Own the assurance of IT readiness and maintain full compliance with all data residency and regulatory requirements for new and existing solutions across all operating regions. /li liCustomer Success and Scalability: Define, establish, and enforce consistent, scalable, and effective customer success practices across all global markets to ensure high customer satisfaction and sustained solution uptake. /li liGlobal Collaboration: Liaise with the Global Business Development / Partnering team as appropriate to advance market adoption initiatives. /li /ul h3Additional Responsibilities /h3 ul liData‑Driven Learning: Constantly learn from customers and data to inform product decisions. /li liBusiness Acumen: Apply deep business knowledge, including finance, sales, and legal aspects, to product decision‑making. /li liOwner's Mindset: Maintain an owner's mindset for the specific product or problem area, acting as the critical element for the success of the empowered product team. /li liCustomer Advocacy: Act as the expert on the users and customers to ensure their needs are central to the product's development. /li liResults‑Driven Development: Ensure that all development work is results‑driven and aligned with the established outcome goals. /li liProcess Optimization: Continuously optimize processes to increase quality, efficiency, and scalability, contributing to sustainable business performance. /li /ul h3Who You Are /h3 ul li15+ years of overall commercial experience in healthcare. /li li15+ years of successful experience marketing, selling or designing and implementing software and IVD products, ideally experience as General Manager or Business Unit Manager in a local affiliate. /li liExperience and responsibility for driving the end‑to‑end commercialization (marketing, sales, implementation and support) of a healthcare business. /li liExperience with driving successful sales, adoption, and cross‑selling of Software as a Service (SaaS) products from early customer engagement/pilots to meaningful revenue. /li liClinical Workflow Expertise: In‑depth understanding of laboratory workflows, diagnostic value drivers, and clinical decision‑making processes. Credibility to influence international Key Account (iKAM) stakeholders and navigate the Product Lifecycle (PLCF) framework to translate field insights into product strategy. /li liLarge‑Scale Delivery: A proven track record of managing and scaling complex, large‑scale installations of Lab Insights products (e.g., navify Lab Operations) within highly integrated hospital networks or global laboratory chains. /li liStrategic Vision Execution: Ability to establish a clear vision, develop robust digital acceleration strategies, and design compensation/motivation plans that align teams with aggressive revenue and adoption targets. /li /ul h3Preferred Qualifications /h3 ul liResults‑oriented leader who develops compensation plans and motivates employees to meet sales revenue targets for software. /li liDemonstrated courage, vision and drive to be at the forefront of innovative change. /li liProven ability to establish and articulate a vision, set goals, develop and execute strategies, and track and measure results. /li liStrong leadership experience, preferably with extensive experience of creating and leading diverse teams and agile networks. /li liDemonstrate a clear commitment to people development and effective mentoring; promoting a culture of trust and support. /li liProven experience in leading collaborative commercial success in an agile environment or continuous improvement efforts that have yielded tangible results and/or positive impact for patients or business stakeholders. /li liAble to foster positive partnerships through effective influencing, negotiation and conflict management skills. /li /ul h3Leadership /h3 ul liInnovating mindset, strategic system thinking, and inspiring leadership with courage and resilience. /li liStrong functional competencies, including organization, prioritization, planning, negotiation, communication, and presentation skills. /li liAbility to operate successfully in a matrix environment with shared accountability and responsibilities. /li /ul h3Mindset /h3 ul liPut patients first. /li liFollow the science. /li liAct as one team. /li liEmbrace differences. /li liAccelerate learning. /li liSimplify radically. /li /ul pRoche is an Equal Opportunity Employer. /p /p #J-18808-Ljbffr

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. Es esencial asegurarse de que cumple con los requisitos como solicitante para este puesto; por favor, lea atentamente la información a continuación. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.This position reports to:EL Product Marketing ManagerYour Role and ResponsibilitiesIn this role, you’ll help run what runs the world, by taking on meaningful work that drives real impact. This role is contributing to Building Automation inside Smart Buildings Product Marketing team in Spain. Main stakeholders are KNX and HVAC system integrators, Engineering’s, End users and Distributor.Work model: #LI-hybridYou will be mainly accountable for:Understanding and following global or assigned area standards, market and customer requirements, and their impact on the current offer portfolio and solutions, across Building Automation and Digital solution.Developing course material and delivering training courses in classroom or on-site and follows up on post- training day activities.Ensuring whether technical solutions can be used across the offer portfolio/solution to the maximum possible extent, supporting sales team and customers (remotely or onsite), using own expertise in technical support.Conducting valuation of market size and trends, as well as competitor analyses including identification of offering gaps and evaluating ABB’s market standing.Our teams support each other, collaborate, and never stop learning. Everyone brings something unique, and together we push ideas forward to solve real problems. Being part of our team means your work matters • because the progress we make here creates real impact out there.Qualifications for the RoleEngineering or Higher Degree in Electric, Electronic or MechanicalYou are engaged in working with relevant tools and the Building marketAbility to demonstrate your advanced skills with at least 3 to 5 years of experience in Building automation working as system integrator or technical support or Product manager with KNX and HVAC solutions and software’s.Highly adept in ETS software and experienced in BMS integration.You are passionate about customer advocacy, collaboration and sales enabling.Proven experience of KNX Advanced and/or Tutor degreeYou are at ease communicating in Spanish and EnglishYou hold current driving license valid in SpainWhat’s in it for you?We give you the space to lead, the support to grow, and the chance to make a difference. Whether you're solving problems, building something new, or helping others succeed, your impact is real. You’ll be part of a team that values your voice and celebrates your progress.BenefitsAt ABB, you’ll find benefits that reflect how much we value your time, talent, and future. Comprehensive Insurance Coverage: You’ll be covered by our collective insurance plans in Spain – life, accident, and travel assistance – so you can feel secure whether you're at work or on the road. Lunch Allowance / Cantine: Enjoy subsidized meals or cantine access depending on your location.Home Office Flexibility: Work from wherever suits you best thanks to our flexible remote work options.Benefits Platform: Enjoy exclusive deals and discounts on everything from tech to travel through our employee benefits portal.Learning & Training: Take advantage of a wide range of learning opportunities grow, upskill, and move forward in your career.Career Development: Expect plenty of chances to advance your career internally with our Open Job Market, with support to explore new roles and take on exciting challenges!Flexible Work Practices: We get that life happens – we support a healthy balance between your professional and personal life.Wellbeing Program: From mental health support to wellness activities, we’ve got your back—mind and body.More about usABB is a global technology leader in electrification and automation, enabling a more sustainable and resource-efficient future. By connecting its engineering and digitalization expertise, ABB helps industries run at high performance, while becoming more efficient, productive and sustainable so they outperform. At ABB, we call this ‘Engineered to Outrun’. The company has over 140 years of history and around 110,000 employees worldwide. ABB’s shares are listed on the SIX Swiss Exchange (ABBN) and Nasdaq Stockholm (ABB). ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity, generations, etc. Together, we are embarking in a journey where each one of us, individually and collectively, welcomes and celebrates individual differences.Meet the moment. This is where progress never stops, teams push boundaries, and we’re engineered to outrun the challenges ahead. Run What Runs the World.#ABBCareers#RunwithABB#RunwhatrunstheworldBuilding a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.Ready to make an impact? xcskxlj Apply today or visit to learn more about the impact of our solutions across the globe. #J-18808-Ljbffr

Job Summary This role is responsible for driving the execution of marketing communications strategies within the assigned business area, adhering to established policies, standards, and direction. The role leads the development of insights‑led new product introduction campaigns and ensures alignment with business objectives. Additionally, the role involves overseeing the definition and execution of customer‑facing value propositions, adopting innovative marketing techniques, executing integral marketing strategies, conducting market research, and fostering productive relationships while providing guidance to lower‑level employees. Haga clic en "Solicitar" a continuación para enviar su candidatura. Asegúrese de que su CV está actualizado y de que ha leído primero las especificaciones del puesto. Responsibilities • Drives execution of marketing communications strategies leveraging set policies, standards, and direction across the assigned business area., • Leads development of insights‑led new product introduction campaigns and assets that directly tie into the business goals and objectives, that in turn demonstrate clear ROI and increased brand metrics., • Drives collaboration efforts with the business and regional marketing partners., • Oversees definition, writing, and testing of customer facing value propositions by product and ensures consistent execution across the mix., • Works towards the adoption of leading‑edge innovative marketing communications techniques across the business., • Executes marketing strategies for products on a global scale, including product positioning, pricing, and promotion., • Conducts research to understand global market trends, customer needs, and competitive landscapes., • Develops and builds productive internal/external working relationships and participates in providing mentoring and guidance to lower‑level employees.Education & Experience (Recommended), • Four‑year or Graduate Degree in Marketing, Communications, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence., • Typically has 7‑10 years of work experience, preferably in social marketing, content marketing and media, data‑led planning, or a related field.Knowledge & Skills, • Analytics, • Brand Management, • Brand Marketing, • Brand Strategy, • Branding, • Customer Relationship Management, • Data Analysis, • Digital Marketing, • Go‑to‑Market Strategy, • Key Performance Indicators (KPIs), • Market Research, • Marketing, • Marketing Communications, • Marketing Strategies, • New Product Development, • Product Marketing, • Project Management, • Selling Techniques, • Social Media, • Thought LeadershipCross‑Org Skills, • Effective Communication, • Results Orientation, • Learning Agility, • Digital Fluency, • Customer CentricityImpact & Scope Impacts function and leads and/or provides expertise to functional project teams and may participate in cross‑functional initiatives. xcskxlj Complexity Works on complex problems where analysis of situations or data requires an in‑depth evaluation of multiple factors. Disclaimer Sales & Services Entity #J-18808-Ljbffr

La position Siga leyendo para comprender completamente lo que este trabajo requiere en cuanto a habilidades y experiencia. Si su perfil encaja, presente su candidatura. About Our Team We at Global Diagnostics Procurement (DOP) are a team of about 200 enthusiastic professionals, committed to driving value with our suppliers worldwide. From locations around the world and with a diverse and multicultural team, we source, manage our supplier base, develop & execute category strategies and constantly develop & digitize processes that enable us to best support our business to grow sustainably. If you aspire to make an impact and want to be part of a high performing and world-class Procurement team, this is for you. We are DOP. At Roche, we do now what patients need next. The Opportunity Are you ready to optimize the global Demand-to-Pay landscape and drive the tactical execution of digital procurement innovations? As our Business Process Expert (BPE) located in Sant Cugat, Spain, you will take tactical and strategic ownership over complex business processes in the Demand-to-Pay space for DOP. In this role, you will analyze, design, and implement innovative solutions - including adjoining IT ecosystems like SAP and myBuy - to increase stability, reduce errors, and drive seamless process adoption across the global network. • Reporting Line: Reports directly to the Digital & Process Management Lead and is part of the Procurement Center of Excellence (CoE)., • Wider team and stakeholders: You will manage cross-functional relationships across the DOP Leadership Team (DPLT), CoE LT, DOP Category, DOP Delivery, DOP Sourcing Teams, RSS Demand to Pay, Global Procurement, and external service providers., • Role Type: An Individual Contributor role blending tactical process execution with strategic design elements., • Impact: You drive departmental efficiency, process compliance, and effective change management. Specifically, you are accountable for:, • Process Optimization & System Integration: Managing and further developing complex business processes within the Demand-to-Pay landscape and designing efficient interfaces to other business processes., • Innovation & Automation: Proactively identifying opportunities for process improvements, automation, and digitalization in close collaboration with Delivery, Category, Digital & Process Management, and RSS Demand to Pay., • Project Leadership: Leading partial and overall projects independently, contributing to large local and global cross-functional teams, and independently designing workshops and training courses., • Innovative Solution Design: Developing and analyzing innovative approaches to complex problems and system optimizations, verifying them at a global level, and guiding their local implementation., • Process Optimization: Analyzing and implementing area-specific solutions to reduce critical errors, increase stability and productivity, and integrate Best Practices for optimal usage., • Strategic Process Development & Knowledge Transfer: Driving continuous improvement through simple, fast, and agile business processes while acting as a Subject Matter Expert (SME) to ensure robust know-how transfer across the organization., • Conflict & Exposure: Resolving matrix conflicts regarding competing project priorities or process expectations, while delivering high-frequency (monthly/quarterly) KPI updates - such as cycle times and compliance - to the CoE LT and DPLT. Who you are We look for positive, self-reflecting professionals with a solution-oriented "Can-Do" attitude and a clear focus on end-to-end perspectives. • Education: A University degree with a business or life sciences focus is required; a Master's degree (MBA or equivalent) and professional certifications (such as CIPS) are highly preferred., • Experience: Deep expert knowledge of procurement processes and systems (specifically SAP S/4HANA, GEP Smart / GEP Nexxe), coupled with a strong understanding of the broader procurement system and provider landscape., • Process Expertise: Deep knowledge in the design, management, and continuous improvement of business processes, with a strong preference for direct experience in the Demand-to-Pay process. In addition, deep understanding of requirements collection and management., • AI & Digitalization: Advanced knowledge in AI application and a strong affinity to explore AI-driven solutions broadly, particularly regarding the digital transformation of operations (Digital 2.0 / Industry 4.0)., • Change & Stakeholder Management: Proven ability for proactive stakeholder and change management, ensuring organizational understanding regarding ways of working and escalation management., • Mindset & Soft Skills: Characterized by strategic, entrepreneurial thinking, you have the ability to work in a self-organized and motivated manner. You bring an open, collaborative mindset with excellent negotiation and conflict resolution skills, acting as a customer-oriented partner who fosters an open speak-up and error culture., • Languages: Business-level fluency in English is required; German language skills are preferable. xcskxlj Roche est un employeur offrant l'équité en matière d'emploi. #J-18808-Ljbffr

ppChez Roche, vous pouvez être vous-même et être apprécié pour les qualités uniques que vous apportez. Notre culture encourage l'expression personnelle, le dialogue ouvert et les connexions authentiques, où vous êtes valorisé, accepté et respecté pour ce que vous êtes, vous permettant de prospérer tant personnellement que professionnellement. Voici comment nous visons à prévenir, arrêter et guérir les maladies et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Rejoignez Roche, où chaque voix compte. /ph3La position /h3pbGPC Training and Service Quality Lead /b /ppbDepartment: /b Global Patient Care (GPC)brbArea: /b Global Customer Support (GCS)brbReports to: /b GPC Support LeadbrbLocation: /b Sant Cugat, Spain /ppbAbout the Role /b /ppThe Training and Service Quality Lead for Global Patient Care (GPC) plays a pivotal role in shaping service excellence across Roche Diagnostics' customer support network. Leading a dedicated team of Training and Service Quality Specialists, this role ensures the development and implementation of robust training programs and quality assurance frameworks that enable consistent, high-quality, patient-centered care. /ppCollaborating closely with GPC leadership, you will drive strategies that enhance skill development, align with global service standards, and foster a culture of continuous improvement while ensuring compliance with regulatory and quality standards. Through effective leadership and data-driven insights, you will strengthen the quality and efficiency of interactions with patients and customers, advancing Roche's mission to deliver transformative healthcare solutions. /ppbYour Responsibilities /b /ppbStrategic Program Development: /b /pullipIdentify training and service quality improvement opportunities by collaborating with regional Customer Support hubs, Business Implementation Specialists, and other GPC functions to ensure services evolve with business needs /p /lilipDesign, enhance, or discontinue training and quality programs to uphold service excellence while ensuring compliance with auditable training standards /p /lilipLead projects related to improvements and changes within Global Patient Care to meet evolving business needs /p /li /ulpbCustomer Experience Operational Excellence: /b /pullipEstablish and continuously improve a global training and service quality framework to deliver consistent, high-standard customer and patient experiences /p /lilipDefine and implement operational standards to ensure excellence in Training and Service Quality across all regions /p /lilipImplement a robust quality monitoring framework for external Customer Support operations /p /lilipUtilize customer satisfaction metrics, feedback, and operational data to identify trends and improvement areas /p /li /ulpbTraining Program Design and Delivery: /b /pullipLead the development and execution of training programs tailored to enhance competencies of frontline teams and specialists /p /lilipEnsure training initiatives align with global service delivery objectives and support achievement of organizational KPIs /p /lilipWork with external partners to define and implement global training standards /p /li /ulpbQuality Assurance Compliance: /b /pullipImplement a robust quality assurance framework to monitor and improve interactions with patients and customers /p /lilipEnsure compliance with global standards for CRM systems, contact center operations, and regulatory requirements /p /lilipReport directly to GPC Leadership to guarantee consistent, high-standard experiences while supporting delivery of Roche's innovative products and digital solutions /p /li /ulpbKPI Management Analysis: /b /pullipTrack, analyze, and report key performance indicators related to training effectiveness and service quality /p /lilipProvide actionable insights to leadership teams and regional operations to drive continuous improvement /p /li /ulpbTeam Leadership Development: /b /pullipFoster a culture of excellence, inclusivity, and collaboration while driving team and individual performance /p /lilipLead by example as a VACC (Visionary, Architect, Catalyst, Coach) leader; set clear goals, provide continuous guidance, motivation, coaching, and feedback /p /lilipCultivate an inspiring, inclusive team environment that promotes diversity and cross-functional collaboration; overcome multi-location challenges proactively /p /lilipEnable exceptional customer service while optimizing efficiency and effectiveness; strive for continuous improvement in all areas of Customer Care /p /lilipDrive talent acquisition and hiring processes; focus on retention by maintaining low attrition and providing a positive work environment /p /lilipProvide proactive feedback, coaching, performance evaluations, and support compensation reviews; contribute to succession planning and talent management /p /lilipManage employee performance, address conflicts, and implement performance improvement plans as necessary; ensure adherence to HR and compliance policies /p /li /ulpbStakeholder Collaboration: /b /pullipCollaborate with regional Customer Support hubs, Business Implementation Specialists, and other Support Functions to identify training needs and quality assurance opportunities /p /lilipProvide insights that inform decision-making and promote strategic alignment across regions /p /lilipSupport Supplier Operation Manager in planning, managing, and controlling business processes related to external Partner Management /p /li /ulpbYour Experience Skills /b /ppbRequired: /b /pullipUniversity Degree/Bachelor's or equivalent postgraduate qualification /p /lilipMinimum 3–5 years in Customer Care Management, Training Management, Quality Management, or related roles in a regulated environment /p /lilipProven excellent people management and coaching skills with a VACC leadership mindset /p /lilipProven experience implementing global training and QA frameworks in a multi-regional context /p /lilipAbility to understand, explain, follow, and enforce SOPs, Contact Center KPIs, and protocols /p /lilipExperience leading, inspiring, and developing high-performing teams while managing operations during strategic transformation /p /lilipProject Management experience, preferably with Agile Methodology knowledge /p /lilipChange Management experience /p /lilipFluent command of English; other languages based on local/regional needs /p /lilipExcellent customer service, communication, and organizational skills /p /lilipAbility to de-escalate and resolve customer complaints effectively /p /lilipExperience building business cases and presenting to stakeholders /p /lilipEffective negotiation skills /p /lilipExperience working with executive stakeholders /p /lilipExcellent IT navigation skills; fast learner of new technologies /p /lilipResult-oriented, customer-centric, service-oriented with a growth mindset; enjoys diverse, inclusive, intercultural environments /p /lilipFlexibility to travel /p /li /ulpbPreferred: /b /pullipExperience in product quality management and compliance /p /lilipSupplier management experience /p /lilipDigital solutions and healthcare industry experience in a contact center /p /lilipKnowledge and expertise in the diabetes therapeutic area and use of technology-based solutions in healthcare /p /li /ulpbWho we are /bbrA 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. /ppbrLet’s build a healthier future, together. /ph3Qui nous sommes /h3pUn avenir plus sain nous pousse à innover. Ensemble, plus de 100 000 employés à travers le monde sont dédiés à faire progresser la science et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Nos efforts aboutissent à plus de 26 millions de personnes traitées avec nos médicaments et plus de 30 milliards de tests réalisés avec nos produits de Diagnostique. Nous nous encourageons mutuellement à explorer de nouvelles possibilités, à favoriser la créativité et à conserver nos grandes ambitions, afin de fournir des solutions de santé qui changent des vies et ont un impact mondial. /ppConstruisons ensemble un avenir plus sain. /ppbRoche est un employeur offrant l'équité en matière d'emploi. /b /p /p #J-18808-Ljbffr