Customer Support Partner (Application)

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

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 As the Customer Support Partner (Application)

You will be responsible to perform and install application setup, troubleshooting support and evaluation, conduct operator training for customer and internal team members aiming to ensure customer satisfaction and provide efficient customer support. You demonstrate personal purpose around improving the healthcare ecosystem thinking from an enterprise level, beyond boundaries and borders, to bring the best possible outcomes to the health environment; creating better health outcomes for more patients faster, and by bringing a strong entrepreneurial mentality with outstanding partnering capabilities.

In this role, you will Maintain and perform necessary support at customer site, such as troubleshooting, setup, install, and perform evaluation at customer's facility to ensure full functionality according to specification in a timely manner. Conducts operator / applications training and workshops for customers and peers. Develops, prepares and updates required training materials for training and demonstrations. Handles troubleshooting for customers and carries out root cause analysis, and liaises with GCS to manage technical issues when required.

Responsible for ensuring (together with the Regulatory and Product team) that customer is informed of safety/ quality issues and technical updates via Customer Notification timely. Collaborate closely with stakeholders, gaining a deep understanding of their needs and identifying shared purpose in order to create fruitful partnerships. Cooperate with the cross-functional support team to help customers solve the problem effectively. Represent Roche in engagement opportunities, collect and compile insights, positions and feedback to inform our access and policies strategies.

Regularly check the intranet/emails and all available channels to keep up-to-date service information including instrument operation and application related information. Actively promote and provide digital service, proactive and remote support through Remote CareGiver. Well documented all customers’ touchpoints in the CRM system correctly in a timely manner. Meet customer service KPI and participate in continuous improvements. Take ownership of improving customer service experience, create engaged experience and facilitate organic growth. May act as a coach for colleagues with less experience and provide guidance. Proactively identify opportunities to improve and enhance the target audience experience. Work autonomously; complete work with minimal supervision or guidance but maintain communication with supervisor regarding progress. Any other tasks or projects as assigned from time to time

Who you are

You are someone who are/have:

• Strong troubleshooting and multi-tasking skills.
• Efficient, organized, details oriented and result driven.
• Customer-oriented individual and an outstanding problem-solver.
• Able to efficiently prioritise tasks in a fast-changing environment.
• Team players demonstrated by the ability to receive and provide feedback professionally thrive and collaborate in a cross-functional environment.
• Detail oriented, meticulous, responsive to deadlines.
• Ongoing interest in digital services, industry trends, best practices and emerging technologies.

Qualification and Experience

• 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.
• Preferable with teaching experience.
• IT experience will be an added advantage.
• Marketing and business development experience will be a beneficial.
• Strong ability to work in a matrix and collaborative environment.
• Excellent team working skills required.
• Adaptable to changing environments.

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.