Application Specialist – Diagnostics, APAC (Fully Remote, Malaysia)

Roche Services & Solutions Operations APAC; Selangor; Remote; MYR 120,000 - 180,000; Full time

Job summary

Roche is seeking an Application Specialist - Diagnostics, APAC, to operate fully remotely from Malaysia and support the regional customer service center. You will deliver high-level diagnostic application support, guide customers, and partner with internal teams to ensure solutions have a meaningful clinical impact.

The role requires a Biochemistry/Life Sciences degree, 3+ years in medical technology, fluent English and at least one APAC language, and readiness for rotating shifts across APAC.

Qualifications

• Bachelor's or Master's in Biochemistry, Molecular Biology, Biology or Life Sciences.
• 3+ years in medical technology or clinical lab service/management.
• Fluent English and at least one APAC language.
• Willing to work 24/7 rotating shifts.

Responsibilities

• Provide highly complex diagnostic application support across APAC via remote tools, phone and written communication.
• Promote digital service tools and conduct technical training for customers and staff.
• Utilize Roche AI tools for troubleshooting and contribute to self-fix content and launch materials.
• Simulate customer scenarios in the CSC lab and escalate product quality issues as needed.
• Mentor new staff, organize technical meetings, and lead regional service projects in Agile Hub.

Skills

Customer support

Remote work

Communication

Leadership

Training & mentoring

Education

Biochemistry / Molecular Biology / Biology / Life Sciences

Tools

ThingworX

e-lab Performance

Advanced Service Analytics

Job description

Application Specialist - Diagnostics, APAC (Fully Remote, Malaysia)

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
A healthier future. It's what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love.

That's what makes us Roche.

As an Application Specialist operating fully remotely from our Kuala Lumpur, Malaysia hub, you will be a vital expert supporting our diverse APAC Customer Support Center. You will act as the highest level of application support, ensuring our diagnostic solutions deliver exceptional impact through responsive remote service, accurate scientific guidance, and trusted partnerships - helping healthcare providers across the Asia-Pacific region offer better care to their patients.

The Opportunity

• Expert Customer Support: Handle highly complex customer and employee inquiries across the APAC region, utilizing remote service tools, phone, and written communication to identify issues, troubleshoot, and perform advanced complaint management.
• Digital Adoption & Training: Actively promote digital service tools (ThingworX, e-lab Performance, Advanced Service Analytics) to help customers improve turnaround times. Conduct technical and digital training for both customers and internal staff.
• Innovation & Knowledge Transfer: Utilize Roche-approved AI tools (Service Co-pilot, Roche DIA Knowledge) for troubleshooting. Act as a Knowledge Management Author, contributing to new self-fix content and support materials for new product launches.
• Agile Problem Solving: Simulate customer situations in the CSC laboratory when needed. Monitor product quality issues, identify rare or unknown malfunctions, and elevate safely to ensure swift resolution.
• Mentorship & Leadership: Serve as a mentor for new team members, organize technical meetings, and lead regional service-related projects within our agile Hub environment.

Who You Are

• You hold a Bachelor's or Master's degree in Biochemistry, Molecular Biology, Biology, Life Sciences, or are a trained Medical Technologist.
• You have at least 3 years of professional experience in medical technology, either as a service professional in sales/marketing or in a management position within a clinical laboratory.
• You possess in-depth knowledge of indications and analytics in laboratory medicine, quality assurance, and basic IT networking.
• You are fluent in English and possess native-level fluency in at least one assigned APAC cluster language (e.g., specific Chinese dialects, Thai, Korean, or other Asian languages).
• You are highly adaptable and available to work within a 24/7 rotating shift pattern (including local public holidays) to accommodate the business hours of the countries you support.
• You have strong conflict management skills, a deep customer focus, and the ability to thrive independently in a fully remote, cross-cultural setting.

About APAC & Our Commitment: This is a diverse region culturally and with respect to business maturity. APAC Spirit is an embodiment of the organization we aspire to be. As a regional team member, you may be required to undertake international business travel depending on ongoing project activities. Roche is strongly committed to a diverse and inclusive workplace. We strive to build teams that represent a range of backgrounds, perspectives, and skills.

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.