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Petaling Jaya, Selangor, Malaysia
Onsite
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.
Join our dynamic Customer Support Center Hub in Kuala Lumpur, where your technical and engineering expertise directly empowers healthcare providers across the Asia-Pacific region. As a Technical Support Specialist, you will act as a primary point of contact for complex customer inquiries, providing first-line technical problem-solving, driving digital tool adoption, and conducting laboratory simulations to ensure seamless diagnostic operations.
In this high-impact role, you will:
Deliver Technical Support: Handle customer inquiries via phone, written communications, and remote service channels to diagnose and resolve complex technical, instrument, and workflow issues.
Drive Quality Governance: Act as a Local Case Handler to identify product quality issues, perform root-cause troubleshooting, and escalate complex cases according to established standards.
Champion Digital Adoption: Onboard and guide laboratory customers in adopting digital support platforms, remote assistance, and self-fix tools to improve turnaround times and operational efficiency.
Simulate Customer Environments: Utilize our specialized onsite support laboratory to recreate customer scenarios, test instrument performance, and validate technical solutions.
Facilitate Knowledge Sharing: Utilize AI-driven knowledge management tools to create self-fix materials, support software/hardware updates, and deliver technical discussions for customers and internal teams.
Collaborate in Agile Networks: Participate in local and regional service projects within the hub, collaborating cross-functionally to improve service delivery and strengthen long-term customer trust.
Who You Are
You are a customer-centric, analytical problem solver who thrives in an intercultural environment. You communicate technical engineering concepts clearly, adapt quickly to new scientific information, and enjoy working collaboratively across diverse teams.
Your Qualifications:
Educational Background: You hold a Bachelor’s or Master’s degree in Biomedical Engineering, Electrical Engineering, Medical Technology, or an equivalent technical qualification.
Professional Experience: You bring at least 3 years of professional experience in medical technology, electrical engineering systems maintenance, or laboratory operations.
Technical & Engineering Aptitude: You possess strong working knowledge of medical analysis systems, robotics, mechanics, fluidics, and basic IT network structures/interfaces.
Language Capabilities: You bring professional fluency in English alongside fluency in at least one regional language cluster (e.g., Mandarin dialects, Thai, or Korean) to support regional customers effectively.
Operational Flexibility: You are available to work within a 24/7 rotating shift pattern, including local public holidays, to accommodate regional country cluster business hours.
At Roche, you’ll thrive in a culture that values different perspectives and creates a place of belonging, where we challenge ourselves to excel and achieve strong results, together.
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.
