Customer Support Partner (Melaka)

F. Hoffmann-La Roche AG; Petaling Jaya; On-site; MYR 20,000 - 100,000; Full time

Job summary

A global healthcare leader is seeking a Customer Support Partner in Melaka. The role involves troubleshooting instruments, performing installations, and providing maintenance and after-sales support. Candidates should have a degree in engineering and at least 2 years of experience in laboratory support roles. Strong analytical skills and a willingness to travel are essential. This position contributes to impactful healthcare solutions globally.

Qualifications

• Minimum of 2 years of experience in laboratory support roles.
• Willingness to travel extensively.

Responsibilities

• Perform preventive maintenance and installations.
• Provide remote and on-site assistance as required.
• Deliver service training to customers.

Skills

Strong troubleshooting and analytical skills

Efficient, organized, detail-oriented

Ability to prioritize tasks

Good written and verbal communication

Education

Degree in Biomedical, Electronic, or Mechanical Engineering

IT experience

Job description

Customer Support Partner (Melaka) page is loaded

Customer Support Partner (Melaka)

Apply locations Melaka time type Full time posted on Posted Yesterday job requisition id 202508-119609

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 Laboratory Field Engineer at Roche, you'll play a crucial role in ensuring customer satisfaction by troubleshooting instruments, performing installations, conducting preventive maintenance, and providing comprehensive after-sales service support. Your commitment to excellence will uphold our standards and contribute to enhancing healthcare outcomes globally.

The Opportunity:

• Perform preventive maintenance, hardware installations, and software modifications promptly and efficiently.
• Provide remote support through Roche Remote Solution or on-site assistance as required.
• Deliver service training to customers and peers to ensure optimal instrument performance.
• Conduct root cause analysis and collaborate with Roche Global partners on complex technical issues.
• Maintain accurate documentation of customer interactions in the CRM system.
• Monitor spare parts inventory and ensure timely updates in the CRM system.
• Collaborate with Regulatory and Product teams to inform customers promptly about safety, quality issues, and technical updates.
• Provide mentorship and guidance to junior team members, fostering their professional growth and development.

Who You Are:

• A degree in Biomedical, Electronic, or Mechanical Engineering. IT experience is advantageous.
• Possess a minimum of 2 years of experience in laboratory support roles
• Strong troubleshooting and analytical skills, with a keen ability to comprehend manuals and guides.
• Efficient, organized, detail-oriented, and results-driven.
• Able to prioritize tasks effectively and thrive in a high-pressure environment.
• Willingness to travel extensively in Melaka, with occasional assignments in Johor as a backup engineer

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.

About Us

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.