APAC RCSC Engineer – Thai-Speaking Diagnostics Support

F. Hoffmann-La Roche AG; Petaling Jaya; On-site; MYR 78,000 - 100,000; Full time

Job summary

Roche in Kuala Lumpur is seeking an Application Support Specialist to empower healthcare providers across Asia-Pacific. You will handle complex inquiries, perform first-line troubleshooting, and guide digital tool adoption to ensure seamless diagnostic operations.

Ideal candidates bring 3+ years in medical technology or laboratory environments, strong knowledge of lab diagnostics, and fluency in English plus a regional language. A 24/7 shift pattern is required to support regional hours.

Qualifications

• Educational background as specified (Bachelor’s or Master’s in Biochemistry, Natural Sciences, Molecular Biology, Biology or Chemistry).
• At least 3 years of professional experience in medical technology, laboratory environments, sales/marketing support, or laboratory management.
• Working knowledge of medical analysis systems, laboratory diagnostics methods, quality assurance, and IVD market analytics.
• Professional fluency in English and in at least one regional language cluster to support regional customers.
• Willingness to work in 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 laboratory issues.
• Drive Quality Governance: act as Local Case Handler, perform root-cause troubleshooting, escalate complex cases per standards.
• Champion Digital Adoption: onboard and guide customers in adopting digital support platforms and self-fix tools.
• Simulate Customer Scenarios: use onsite lab to recreate scenarios, test assay performance, validate solutions.
• Facilitate Knowledge Sharing: create self-fix materials using AI-driven tools and update software/hardware.
• Collaborate in Agile Networks: participate in local/regional service projects to improve delivery and trust.

Skills

Customer-centric

Analytical thinking

Clear communication

Cross-cultural collaboration

English fluency

Regional language knowledge

Education

Bachelor’s or Master’s in Biochemistry / Natural Sciences / Molecular Biology / Biology / Chemistry

Tools

Medical analysis systems

Laboratory diagnostics

IVD market analytics

Job description

Roche in Kuala Lumpur is seeking an Application Support Specialist to empower healthcare providers across Asia-Pacific. You will handle complex inquiries, perform first-line troubleshooting, and guide digital tool adoption to ensure seamless diagnostic operations.

Ideal candidates bring 3+ years in medical technology or laboratory environments, strong knowledge of lab diagnostics, and fluency in English plus a regional language. A 24/7 shift pattern is required to support regional hours.