APAC App Support Specialist: Lab Diagnostics

F. Hoffmann-La Roche AG; Petaling Jaya; On-site; MYR 90,000 - 130,000; Full time

Job summary

Roche in Kuala Lumpur is seeking an Application Support Specialist to be the first point of contact for complex laboratory inquiries, providing first-line troubleshooting and enabling digital tool adoption across the Asia-Pacific region.

You will diagnose and resolve issues in laboratory diagnostic workflows, support quality governance, onboard customers to digital platforms, and simulate scenarios in our on-site lab to validate solutions, while collaborating across cross-functional teams.

Qualifications

• Bachelor's or Master's degree in a medical-technical field.
• At least 3 years of professional experience in medical technology or laboratory environments.

Responsibilities

• Deliver Application Support: handle inquiries via phone, written communications, and remote service channels to diagnose and resolve complex laboratory application, diagnostic, 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.
• 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 Scenarios: utilize our onsite support laboratory to recreate customer scenarios, test assay 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.

Skills

Customer support

Analytical skills

Communication

Cross-cultural collaboration

Education

Bachelor's degree in Biochemistry, Natural Sciences, Molecular Biology, Biology, or Chemistry

Master's degree in Biochemistry, Natural Sciences, Molecular Biology, Biology, or Chemistry

Tools

Medical analysis systems

Laboratory diagnostics

Quality assurance

IVD analytics

Job description

Roche in Kuala Lumpur is seeking an Application Support Specialist to be the first point of contact for complex laboratory inquiries, providing first-line troubleshooting and enabling digital tool adoption across the Asia-Pacific region.

You will diagnose and resolve issues in laboratory diagnostic workflows, support quality governance, onboard customers to digital platforms, and simulate scenarios in our on-site lab to validate solutions, while collaborating across cross-functional teams.