APAC RCSC Engineering Specialist (Thai Speaker)

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

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.

Position

Join our dynamic Customer Support Center Hub in Kuala Lumpur, where your scientific and laboratory expertise directly empowers healthcare providers across the Asia-Pacific region. As an Application Support Specialist, you will act as a primary point of contact for complex customer inquiries, providing first-line application troubleshooting, driving digital tool adoption, and conducting laboratory simulations to ensure seamless diagnostic operations.

In this high-impact role, you will:

• Deliver Application Support: Handle customer inquiries via phone, written communications, and remote service channels to diagnose and resolve complex laboratory application, diagnostic, and workflow issues.
• Drive Quality Governance: Act as a Local Case Handler to identify product quality issues, perform root-cause troubleshooting, and elevate complex cases according to established standards.
• Champion Digital Adoption: Onboard and guide laboratory customers in adopting digital support platforms, remote assistance, and self-fix tools to improve turnaround times and operational efficiency.
• Simulate Customer Scenarios: Utilize our specialized onsite support laboratory to recreate customer scenarios, test assay performance, and validate technical solutions.
• Facilitate Knowledge Sharing: Utilize AI-driven knowledge management tools to create self-fix materials, support software/hardware updates, and deliver technical discussions for customers and internal teams.
• Collaborate in Agile Networks: Participate in local and regional service projects within the hub, collaborating cross-functionally to improve service delivery and strengthen long-term customer trust.

Who You Are

You are a customer-centric, analytical problem solver who thrives in an intercultural environment. You communicate complex scientific or technical concepts clearly, adapt quickly to new laboratory diagnostics, and enjoy working collaboratively across diverse teams.

Your Qualifications

Educational Background: You hold a Bachelor’s or Master’s degree in Biochemistry, Natural Sciences, Molecular Biology, Biology, Chemistry, or an equivalent medical-technical qualification.

Professional Experience: You bring at least 3 years of professional experience in medical technology, laboratory environments, sales/marketing support, or laboratory management.

Application & Domain Expertise: You possess strong working knowledge of medical analysis systems, laboratory diagnostic methods, quality assurance, and IVD market analytics.

Language Capabilities: You bring professional fluency in English alongside fluency in at least one regional language cluster (e.g., Mandarin dialects, Thai, or Korean) to support regional customers effectively.

Operational Flexibility: You are available to work within a 24/7 rotating shift pattern, including local public holidays, to accommodate regional country cluster business hours.

At Roche, you’ll thrive in a culture that values different perspectives and creates a place of belonging, where we challenge ourselves to excel and achieve strong results, together.

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.