Customer Support Partner (Engineer)

F. Hoffmann-La Roche AG; Petaling Jaya; On-site; MYR 161,030 - 241,545; Full time

Job summary

F. Hoffmann-La Roche AG is seeking a Customer Support Partner in Petaling Jaya, Malaysia. This role involves troubleshooting, installation of instruments, and providing after-sales support to ensure high customer satisfaction.

The ideal candidate should possess a diploma in engineering with strong troubleshooting and multitasking skills, and at least 1 year of experience in a related field. Experience in IT and business development is a plus.

Qualifications

• At least 1 year of related experience in a similar industry is preferred.
• IT experience is an added advantage.
• Knowledge in marketing and business development is beneficial.

Responsibilities

• Perform instrument troubleshooting and installation.
• Provide service training for customers.
• Document customer interactions in the CRM system.
• Collaborate with cross-functional teams for customer solutions.
• Meet customer service KPIs.

Skills

Troubleshooting skills

Customer-oriented

Multitasking skills

Problem-solving abilities

Team player

Education

Diploma in Biomedical, Electronic, Mechanical Engineering or equivalent

Job description

Role Purpose

As the Customer Support Partner (Engineer), you will perform instrument troubleshooting, installation, preventive maintenance, and other after‑sales support to ensure customer satisfaction while following Roche procedures and policies.

Responsibilities

• Maintain and support customer sites with troubleshooting, corrective and preventive maintenance, hardware and software modifications.
• Provide service training and conduct workshops for customers and peers.
• Handle troubleshooting, carry out root cause analysis, and liaise with GCS for technical issues.
• Document all customer touchpoints in the CRM system promptly and accurately.
• Monitor spare part usage and write off parts via the CRM system.
• Collaborate with Regulatory and Product teams to inform customers of safety/quality updates and technical notifications.
• Cooperate with cross‑functional teams to solve customer problems effectively.
• Collaborate with stakeholders to understand needs and create partnerships.
• Represent Roche in engagement opportunities, gathering insights, positions, and feedback to shape access and policy strategies.
• Stay updated on service information through intranet, emails, and other channels.
• Meet customer service KPIs and contribute to continuous improvement initiatives.
• Promote and deliver digital remote support via Remote CareGiver.
• Coach less experienced colleagues and share guidance.
• Identify opportunities to enhance the target audience experience.
• Work autonomously with minimal supervision while communicating progress to supervisors.
• Perform additional tasks or projects as assigned.

Requirements

• Strong troubleshooting and multitasking skills.
• Efficient, organized, detail‑oriented, result‑driven.
• Customer‑oriented with excellent problem‑solving abilities.
• Capable of prioritising tasks in a fast‑changing environment.
• Team player who gives and receives professional feedback.
• Meticulous and responsive to deadlines.
• Ongoing interest in digital services, industry trends, best practices and emerging technologies.
• Strong ability to work in a matrix and collaborative environment.
• Excellent team‑working skills.
• Adaptable to changing environments.

Qualifications

• Diploma in Biomedical, Electronic, Mechanical Engineering or equivalent from a reputable university.
• Preferably, at least 1 year of related experience in a similar industry.
• IT experience is an added advantage.
• Marketing and business development experience considered beneficial.

Equal Opportunity Employer

Roche is an Equal Opportunity Employer.