Customer Support Partner (Application Specialist)

Chez Roche, vous pouvez être vous-même et être apprécié pour les qualités uniques que vous apportez. Notre culture encourage l'expression personnelle, le dialogue ouvert et les connexions authentiques, où vous êtes valorisé, accepté et respecté pour ce que vous êtes, vous permettant de prospérer tant personnellement que professionnellement. Voici comment nous visons à prévenir, arrêter et guérir les maladies et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Rejoignez Roche, où chaque voix compte.

La position

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche.

The Opportunity : As the Customer Support Partner (Application), you will be responsible for performing and installing application setup, troubleshooting support, and evaluation, conducting operator training for customers 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 :

• Customer Support & Maintenance : Maintain, troubleshoot, and set up equipment at customer sites, ensuring full functionality and timely resolution of issues. This includes performing evaluations and conducting root cause analysis, collaborating with cross-functional teams and GCS (Global Customer Support) as needed.
• Training & Development : Conduct operator and application training and workshops for customers and peers. Develop and update training materials for these sessions.
• Communication & Safety : Inform customers of safety and quality issues, as well as technical updates, in a timely manner. Ensure all customer interactions and technical issues are well-documented in the CRM system.
• Stakeholder Collaboration : Collaborate closely with internal and external stakeholders to understand their needs, foster partnerships, and effectively solve customer problems.
• Company Representation & Feedback : Represent Roche in various engagement opportunities, collecting and compiling customer insights, positions, and feedback to inform business strategies.
• Continuous Learning & Digital Promotion : Stay up-to-date with service information and new technical updates by regularly checking internal channels. Actively promote and provide digital services, including remote support.
• Mentorship & Autonomy : Act as a coach for less experienced colleagues, providing guidance and identifying opportunities for improvement. Work autonomously with minimal supervision while keeping supervisors informed of progress.

Who you are :

Preferred :

Willling to be based in Johor Bharu

Qui nous sommes

Un avenir plus sain nous pousse à innover. Ensemble, plus de 100 000 employés à travers le monde sont dédiés à faire progresser la science et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Nos efforts aboutissent à plus de 26 millions de personnes traitées avec nos médicaments et plus de 30 milliards de tests réalisés avec nos produits de Diagnostique. Nous nous encourageons mutuellement à explorer de nouvelles possibilités, à favoriser la créativité et à conserver nos grandes ambitions, afin de fournir des solutions de santé qui changent des vies et ont un impact mondial.

Construisons ensemble un avenir plus sain.

Roche est un employeur offrant l'égalité en matière d'emploi.

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