Application Support Partner – Training & Remote Support

Roche; Petaling Jaya; On-site; MYR 50,000 - 80,000; Full time

Job summary

Roche is seeking a Customer Support Partner (Application) to perform installation, setup and troubleshooting at customer facilities, and to conduct operator training for customers and internal teams. You will develop training materials and ensure timely communications on safety and quality updates.

The role requires strong problem-solving abilities, organization, and a customer-centric mindset, with collaboration across cross-functional teams to deliver effective support and continuous

Qualifications

• Diploma in Health/Science/Medical disciplines from a reputable university.
• At least 1 year experience/knowledge in clinical lab, histopathology lab or molecular lab.
• Teaching experience preferred; IT experience is an added advantage.
• Marketing and business development experience beneficial.

Responsibilities

• Perform and install application setup, troubleshooting support and evaluation at customer sites.
• Conduct operator training for customers and internal teams.
• Develop, prepare and update training materials for demonstrations.
• Troubleshoot, perform root cause analysis and liaise with GCS for issues.
• Inform customers of safety/quality updates via timely notifications.
• Collaborate with stakeholders to understand needs and build partnerships.
• Document all customer touchpoints in the CRM accurately and timely.
• Meet customer service KPIs and contribute to continuous improvements.
• Potentially coach colleagues and work autonomously with minimal supervision.

Skills

Troubleshooting

Organized

Customer-oriented

Prioritization

Team player

Detail-oriented

Education

Diploma in Health/Science/Medical

Tools

IT systems

Job description

Roche is seeking a Customer Support Partner (Application) to perform installation, setup and troubleshooting at customer facilities, and to conduct operator training for customers and internal teams. You will develop training materials and ensure timely communications on safety and quality updates.

The role requires strong problem-solving abilities, organization, and a customer-centric mindset, with collaboration across cross-functional teams to deliver effective support and continuous