Customer Support Partner

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.

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:
As the Customer Support Partner (Application), you will be responsible for performing and installing application setup, troubleshooting support, and evaluation, conducting operator training for customers and internal team members, aiming to ensure customer satisfaction and provide efficient customer support.

You demonstrate personal purpose around improving the healthcare ecosystem, thinking from an enterprise level, beyond boundaries and borders, to bring the best possible outcomes to the health environment; creating better health outcomes for more patients faster, and by bringing a strong entrepreneurial mentality with outstanding partnering capabilities.

In this role, you will:

• Customer Support & Maintenance: Maintain, troubleshoot, and set up equipment at customer sites, ensuring full functionality and timely resolution of issues. This includes performing evaluations and conducting root cause analysis, collaborating with cross-functional teams and GCS (Global Customer Support) as needed.

• Training & Development: Conduct operator and application training and workshops for customers and peers. Develop and update training materials for these sessions.

• Communication & Safety: Inform customers of safety and quality issues, as well as technical updates, in a timely manner. Ensure all customer interactions and technical issues are well-documented in the CRM system.

• Stakeholder Collaboration: Collaborate closely with internal and external stakeholders to understand their needs, foster partnerships, and effectively solve customer problems.

• Company Representation & Feedback: Represent Roche in various engagement opportunities, collecting and compiling customer insights, positions, and feedback to inform business strategies.

• Continuous Learning & Digital Promotion: Stay up-to-date with service information and new technical updates by regularly checking internal channels. Actively promote and provide digital services, including remote support.

• Mentorship & Autonomy: Act as a coach for less experienced colleagues, providing guidance and identifying opportunities for improvement. Work autonomously with minimal supervision while keeping supervisors informed of progress.

Who you are:
● Strong troubleshooting and multi-tasking skills.
● Efficient, organized, detail-oriented, and result-driven.
● Customer-oriented individual and an outstanding problem-solver.
● Able to efficiently prioritise tasks in a fast-changing environment.
● Team players, demonstrated by the ability to receive and provide feedback
professionally, thrive and collaborate in a cross-functional environment.
● Detail-oriented, meticulous, responsive to deadlines.
● Ongoing interest in digital services, industry trends, best practices, and emerging technologies.

Preferred:
● Minimum Diploma in Health/Science/Medical disciplines or equivalent from a
reputable University
● Preferably, at least 1 year of experience/knowledge in clinical lab, histopathology lab, or molecular lab
● IT, Marketing, and business development experience will be an added advantage
● Strong ability to work in a matrix and collaborative environment
● Excellent teamwork skills required

● Willing to be based in Johor Bharu

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.