Join our dynamic Customer Support Center Hub in Kuala Lumpur, where your scientific and laboratory expertise directly empowers healthcare providers across the Asia-Pacific region. As an Application Support Specialist, you will act as a primary point of contact for complex customer inquiries, providing first-line application troubleshooting, driving digital tool adoption, and conducting laboratory simulations to ensure seamless diagnostic operations.

In this high-impact role, you will:

• Deliver Application Support: Handle customer inquiries via phone, written communications, and remote service channels to diagnose and resolve complex laboratory application, diagnostic, and workflow issues.

• Drive Quality Governance: Act as a Local Case Handler to identify product quality issues, perform root-cause troubleshooting, and escalate complex cases according to established standards.

• Champion Digital Adoption: Onboard and guide laboratory customers in adopting digital support platforms, remote assistance, and self-fix tools to improve turnaround times and operational efficiency.

• Simulate Customer Scenarios: Utilize our specialized onsite support laboratory to recreate customer scenarios, test assay performance, and validate technical solutions.

• Facilitate Knowledge Sharing: Utilize AI-driven knowledge management tools to create self-fix materials, support software/hardware updates, and deliver technical discussions for customers and internal teams.

• Collaborate in Agile Networks: Participate in local and regional service projects within the hub, collaborating cross-functionally to improve service delivery and strengthen long-term customer trust.

Who You Are

You are a customer-centric, analytical problem solver who thrives in an intercultural environment. You communicate complex scientific or technical concepts clearly, adapt quickly to new laboratory diagnostics, and enjoy working collaboratively across diverse teams.

Your Qualifications:

• Educational Background: You hold a Bachelor’s or Master’s degree in Biochemistry, Natural Sciences, Molecular Biology, Biology, Chemistry, or an equivalent medical-technical qualification.

• Professional Experience: You bring at least 3 years of professional experience in medical technology, laboratory environments, sales/marketing support, or laboratory management.

• Application & Domain Expertise: You possess strong working knowledge of medical analysis systems, laboratory diagnostic methods, quality assurance, and IVD market analytics.

• Language Capabilities: You bring professional fluency in English alongside fluency in at least one regional language cluster (e.g., Mandarin dialects, Thai, or Korean) to support regional customers effectively.

• Operational Flexibility: You are available to work within a 24/7 rotating shift pattern, including local public holidays, to accommodate regional country cluster business hours.

At Roche, you’ll thrive in a culture that values different perspectives and creates a place of belonging, where we challenge ourselves to excel and achieve strong results, together.