APAC Medical Tech Support Specialist

Roche; Selangor; On-site; MYR 60,000 - 100,000; Full time

Job summary

Roche is seeking a Customer Support Specialist for its APAC Hub in Malaysia to be the first point of contact for healthcare providers. You will troubleshoot, promote digital tools, and escalate quality issues to ensure patient safety.

The role involves working in an agile, intercultural team and using the onsite lab to simulate scenarios. Fluency in English with additional proficiency in Chinese dialects, Thai, or Korean is preferred, and a flexible 24/7 shift pattern including holidays is

Qualifications

• Bachelor’s or Master’s degree in Biochemistry, Molecular Biology, Life Sciences, Biomedical Engineering, or Information Technology.
• 1–2 years of experience in medical technology, laboratory environments, or healthcare IT support.
• Fluent in English with professional proficiency in Chinese dialects, Thai, or Korean.
• Solid understanding of medical analysis systems, connectivity, or IT network technologies.
• Excellent communication skills and ability to convey complex information clearly.
• Willingness to work 24/7 rotating shifts, including holidays.

Responsibilities

• Resolve customer inquiries via phone and digital channels with foundational troubleshooting.
• Promote and guide customers in adopting digital support tools and remote assistance.
• Act as a local case handler for product quality issues and escalate as needed.
• Contribute to creation of troubleshooting materials and self-fix content.
• Collaborate in an agile, intercultural team on local and global projects.
• Utilize onsite laboratory to recreate customer scenarios and validate solutions.

Skills

English proficiency

Customer-focused communication

Troubleshooting

Healthcare knowledge

Education

Bachelor’s degree in Life Sciences / Biomed / IT

Master’s degree (optional)

Tools

Medical analysis systems

IT connectivity/Networks

Job description

Roche is seeking a Customer Support Specialist for its APAC Hub in Malaysia to be the first point of contact for healthcare providers. You will troubleshoot, promote digital tools, and escalate quality issues to ensure patient safety.

The role involves working in an agile, intercultural team and using the onsite lab to simulate scenarios. Fluency in English with additional proficiency in Chinese dialects, Thai, or Korean is preferred, and a flexible 24/7 shift pattern including holidays is