APAC Diagnostics Support Team Lead

F. Hoffmann-La Roche AG

Petaling Jaya

On-site

MYR 120,000 - 180,000

Full time

44 hours ago

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Job summary

Roche Malaysia seeks a Customer Support Team Lead to guide a regional team delivering critical support for diagnostic solutions. You will oversee day-to-day performance, act as escalation point for complex issues, and drive improvements to satisfaction and patient outcomes.

You will mentor staff, monitor SLAs, and collaborate with product development and customer success to align feedback with product improvements.

Qualifications

Bachelor’s or Master’s degree in Medical Technology, Engineering, Life Sciences, Operations, or related field.
10+ years of leadership experience managing centralized service ops or technical support teams.
Experience providing technical support for IVD or healthcare tech, with CRM and ticketing systems.
Strong data literacy and excellent written and verbal communication in English; regional language skills valued.
Willingness to travel up to 25% for regional/global engagements.

Responsibilities

Lead & empower support specialists with mentorship and clear direction.
Oversee day-to-day service performance and SLA adherence.
Serve as primary escalation point for complex technical issues.
Collaborate with product development, implementation, and customer success teams.
Analyze support trends to drive continuous improvement and self-service enhancements.
Ensure workflows comply with industry regulations and quality standards.