APAC RCSC Core Lab Team Manager

F. Hoffmann-La Roche AG; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

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.

Skills

Leadership

Data literacy

English communication

Education

Bachelor’s or Master’s degree in Medical Technology, Engineering, Life Sciences, Operations, or related field

Tools

CRM systems

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.

We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world. We are Roche.