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.

Global Customer Support - Molecular Labs Solution Specialist 

Location: Sant Cugat del Vallès, Spain

The Position

Would you like to partner in a team where all disciplines of an automated molecular laboratory come together and finally make a working solution? Join the Global Customer Support (GCS) Molecular Labs Solutions team and help us provide the best possible solutions to our customers (Navify Lab Operations, pre-and post-analytical systems, cobas x800 Systems and Laboratory operations). 

As an international team, we are located in Sant Cugat, in Spain & Rotkreuz, in Switzerland. We are looking for a Solution Specialist to be based in Sant Cugat, with a strong Roche Lab-Middleware / Automation background, who understands the solution relevance in automated molecular laboratories. As part of a Global Training & Support organization, you will integrate our multidisciplinary team of experts, and mentor future solution specialists and support our customers internationally, being onsite and remote with our customers. We partner and collaborate with a beyond-tomorrow and customer-centric mindset with all our stakeholders, and we reduce complexity by developing and delivering simplified Molecular Solutions support. 

As a Solution Specialist in GCS you will be in charge of solutions support in automated molecular laboratories. You will handle solution cases where a mix of technical knowledge and soft skills will be crucial. You will also be responsible for training (conceptualization to implementation), mentoring and support for different target groups such as solution specialists from affiliates or regional customer support teams. In this position, you see yourself as follows:

 Customer-Centric Focus: You prioritize the customer in all activities, ensuring their needs are at the heart of everything you do while actively listening to their feedback and offering tailored solutions.

Creative Problem Solver: Your out-of-the-box thinking helps you integrate your expertise with that of your team, driving innovative solutions and overcoming challenges creatively.

Facilitating Knowledge Transfer: You’ll be responsible for designing training concepts, creating documentation, and leading solution workshops for various groups, including Roche affiliate solution specialists, Customer Support Center specialists, and customer key users, ensuring everyone is equipped with the knowledge they need.

Continuous Learning Path Development: You take ownership of developing and maintaining a learning path for Solution Specialists, ensuring that it stays up-to-date and aligned with evolving needs.

Mentorship and Support: You provide guidance and mentorship to Solution Specialists during their education phase, and continue offering support during complex cases and solution implementations on-site, making a direct impact on their growth and success.

Building Strong Relationships: You foster effective and collaborative relationships across diverse teams, including solution specialists, GCS members, and country representatives, contributing to the creation of valuable resources such as solution documentation and troubleshooting guides.

Knowledge Sharing & Networking: You actively contribute to a “Network of Expertise”, organizing regular meetings with key stakeholders to enhance solution knowledge and ensure that best practices are shared across teams and regions.

Training Integration: You ensure that basic solution knowledge is incorporated into existing molecular lab training programs, so participants gain an understanding of how products work together, enriching their learning experience.

Who you are

With a Bachelor’s degree in health-related sciences, engineering, computer science, or any other technical/scientific field, you have:    

Previous experience working in a clinical laboratory or providing extensive support to clinical laboratories, with a solid understanding of workflows, processes, and customer requests. You have a strong background with servicing/ supporting our Roche connected solutions, including navify Lab Operations, cobas x800 Systems, cobas prime, cobas p x12 & RDA/CCM.

Experience in troubleshooting network connectivity issues across different networks in a laboratory environment (cloud/internet, customer/hospital network and laboratory network) and its related components (cobas link/Unified Gateway/Unified Services Connector, Fortigate, network switch, etc.).

Experience in Roche Digital environment and Digital Solutions (e.g. navify Integrator, Services Module for navify Integrator Service and Lab Module for navify Integrator) 

Demonstrated customer experience related to support, optimization and implementation of solutions, understanding the impact on patient results in automatized laboratories, where several analytical disciplines are connected. You are extremely service-oriented and enjoy being on site for and with the customers and to partner with your colleagues in affiliates, making the best out of the solutions in the field.

You enjoy developing and implementing training sessions for different areas (predominantly held in English) and working in global matrix structures, write and speak English fluently. Communication, teamwork and navigating diverse cultural environments are among your strengths.

You are open to frequent travel (up to 30%) and while we embrace some flexibility, it’s expected that you have a minimum 50% attendance to the office, meaning you should live close enough for a convenient commute to the Sant Cugat office.

Ready to make an impact? Apply now! Applications close by September 5, 2025.

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.