APAC Diagnostics Application Specialist

ROCHE; Petaling Jaya; On-site; MYR 100,000 - 156,000; Full time

Job summary

Roche Malaysia invites you to join its Customer Support Center Hub in Kuala Lumpur as an Application Support Specialist, providing first-line troubleshooting and digital tool adoption for healthcare providers across the Asia‑Pacific region.

You will diagnose complex laboratory application and workflow issues, simulate scenarios in our onsite lab, drive knowledge sharing, and support cross‑functional agile initiatives.

Qualifications

• Bachelor’s or Master’s degree in Biochemistry, Natural Sciences, Molecular Biology, Biology, Chemistry, or equivalent medical-technical qualification.
• At least 3 years of professional experience in medical technology, laboratory environments, sales/marketing support, or laboratory management.
• Strong working knowledge of medical analysis systems, laboratory diagnostic methods, quality assurance, and IVD market analytics.
• Professional fluency in English and at least one regional language (e.g., Mandarin, Thai, Korean) to support regional customers.
• Willingness to work a 24/7 rotating shift pattern including local public holidays.

Responsibilities

• Deliver Application Support: Handle inquiries via phone, written communications, and remote channels to diagnose and resolve complex lab 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.
• Simulate Customer Scenarios: Use onsite support lab to recreate customer scenarios, test assay performance, and validate technical solutions.
• Facilitate Knowledge Sharing: Use AI-driven knowledge management tools to create self-fix materials, update software/hardware, and deliver technical discussions.
• Collaborate in Agile Networks: Participate in local and regional service projects to improve service delivery and strengthen customer trust.

Skills

Customer-centric

Analytical problem-solver

Education

Bachelor’s or Master’s degree in Biochemistry, Natural Sciences, Molecular Biology, Biology, Chemistry, or equivalent medical-technical qualification

Job description

Roche Malaysia invites you to join its Customer Support Center Hub in Kuala Lumpur as an Application Support Specialist, providing first-line troubleshooting and digital tool adoption for healthcare providers across the Asia‑Pacific region.

You will diagnose complex laboratory application and workflow issues, simulate scenarios in our onsite lab, drive knowledge sharing, and support cross‑functional agile initiatives.