APAC RCSC Core Lab Team Manager

Roche; Petaling Jaya; On-site; MYR 180,000 - 300,000; Full time

Job summary

Roche is seeking a Customer Support Team Lead to inspire and guide a regional team delivering critical assistance for healthcare diagnostic solutions. You will oversee day-to-day service performance, escalate complex technical challenges, and drive continuous improvement initiatives to enhance customer satisfaction and patient outcomes.

You are an empathetic, analytical leader with strong data literacy, capable of guiding root-cause investigations, and collaborating with product, implementation,

Qualifications

• Bachelor's or Master's degree in Medical Technology, Engineering, Life Sciences, Operations, or related field.
• 10+ years of leadership experience in centralized service operations or technical support teams in healthcare or life sciences.
• Experience providing technical support for IVD or healthcare technology solutions with CRM/ticketing system proficiency.
• Strong data literacy and ability to influence decisions with evidence.
• Excellent written and verbal communication in English and at least one regional language.

Responsibilities

• Lead mentorship, direction, and technical guidance to support specialists.
• Oversee service operations, track performance metrics and SLA compliance.
• Manage complex escalations and guide root-cause investigations.
• Collaborate with product development, implementation, and customer success teams.
• Analyze support trends and customer pain points to drive improvements.
• Ensure workflows comply with industry regulations and quality standards.

Skills

Leadership

Data-driven

CRM software

Ticketing systems

English proficiency

Regional language

Education

BSc/MSc in Science

Tools

CRM software

Ticketing systems

Job description

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.

The Position

As a Customer Support Team Lead, you will inspire and guide a dedicated team of support specialists providing critical assistance for healthcare diagnostic solutions across the region. Operating within a collaborative hub, you will oversee day-to-day service performance, act as an escalation point for complex technical challenges, and drive continuous improvement initiatives that enhance customer satisfaction and patient outcomes.

In this impactful role, you will:

• Lead & Empower Teams: Provide mentorship, direction, and technical guidance to support specialists, fostering an environment of open communication, continuous learning, and knowledge sharing
• Oversee Service Operations: Track operational performance metrics, monitor SLA compliance, and ensure team training matrices remain up to date to maintain high support delivery standards
• Manage Complex Escalations: Serve as the primary escalation contact for complex technical issues, guiding root-cause investigations and resolving matters under pressure to maintain customer trust
• Drive Cross-Functional Synergy: Collaborate closely with product development, implementation, and customer success teams to align frontline customer feedback with product improvements
• Champion Continuous Improvement: Analyze support trends and customer pain points to recommend solutions that enhance system usability, troubleshooting processes, and self-service knowledge bases
• Maintain Compliance & Standards: Ensure all operational workflows strictly adhere to industry regulations, quality standards, and corporate compliance guidelines

Who You Are

You are an empathetic, analytical leader with a strong customer-first mindset and a passion for developing people. You excel at leveraging data to drive decision‑making, navigating complex matrix environments, and communicating effectively across cross‑functional teams.

Your Qualifications:

• Educational Background: You hold a Bachelor's or Master's degree in Medical Technology, Engineering, Life Sciences, Operations, or a related field
• Leadership Experience: You bring 10+ years of leadership experience, with a proven track record of managing centralized service operations or technical support teams in healthcare or life sciences
• Domain Expertise: You possess extensive experience providing technical support for In-Vitro Diagnostics (IVD) or healthcare technology solutions, alongside proficiency with CRM and ticketing systems
• Analytical & Communication Skills: You demonstrate strong data literacy to influence decisions, along with excellent written and verbal communication skills in English and a regional language (e.g., Mandarin dialects, Thai, or Korean)
• Travel Flexibility: You are comfortable traveling up to 25% for regional and global business engagements

Our leaders empower you to achieve your fullest potential, fostering a culture where everyone can demonstrate leadership and navigate change with confidence.

Who we are

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.