Application Support & Training Partner

F. Hoffmann-La Roche AG; Penang; On-site; MYR 67,000 - 100,000; Full time

Job summary

Roche is seeking a Customer Support Partner (Application) to install and troubleshoot applications at customer sites, and to provide training for customers and internal teams. You will document interactions in CRM, ensure timely safety/quality updates, and collaborate across functions to deliver strong customer outcomes.

You will engage in remote care and continuous improvement initiatives, while maintaining KPI targets and coaching peers.

Qualifications

• Minimum Diploma in Health/Science/Medical disciplines or equivalent from a reputable University.
• Preferably, at least 1-year experience/knowledge in clinical lab, histopathology lab or molecular lab.
• IT experience will be an added advantage.
• Marketing and business development experience will be beneficial.
• Strong ability to work in a matrix and collaborative environment.
• Excellent team working skills required.
• Adaptable to changing environments.

Responsibilities

• Perform application setup, troubleshooting and evaluation at customer sites.
• Conduct operator training for customers and internal teams.
• Develop, prepare and update training materials for trainings and demonstrations.
• Handle root cause analysis and liaise with GCS to manage issues.
• Ensure safety/quality updates and timely customer notifications.
• Collaborate with cross-functional teams and stakeholders.
• Document customer touchpoints accurately in the CRM system.
• Promote digital service and proactive remote support (Remote CareGiver).
• Meet customer service KPIs and contribute to continuous improvements.
• Coach colleagues and share knowledge as needed.

Skills

Troubleshooting

Multi-tasking

Organized

Detail-oriented

Customer-oriented

Problem-solving

Prioritisation

Team player

Digital services interest

Industry trends awareness

Education

Diploma in Health/Science/Medical disciplines

Tools

CRM system

Job description

Roche is seeking a Customer Support Partner (Application) to install and troubleshoot applications at customer sites, and to provide training for customers and internal teams. You will document interactions in CRM, ensure timely safety/quality updates, and collaborate across functions to deliver strong customer outcomes.

You will engage in remote care and continuous improvement initiatives, while maintaining KPI targets and coaching peers.