APAC RCSC Service Excellence Specialist (Operations Support) — Roche
- Location
- Petaling Jaya
- Contract
- full-time
- Posted
- 15 days ago
Role overview
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.
- 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.
- Key Responsibilities & Accountabilities:
- Perform daily backoffice support activities based on the Roche Global Service Operating Model (SOM) :
Main responsibilities
- Key Responsibilities & Accountabilities:
- Perform daily backoffice support activities based on the Roche Global Service Operating Model (SOM) :
- Support for field team: Scheduling and dispatching of cases to field engineers that includes Work Order (WO) lifecycle management.
- User and System Management: Training Roche internal users and field engineers on Rexis, perform activation, deactivation or reactivation of users account.
- Reporting & KPI Management: Preventive Maintenance (PM) dashboard and analytics, ensure the overall quality of data in CRM (Rexis) to achieve country service KPIs.
- Data and Process integrity: Ensure the service is provided according to the customer’s entitlement, contract checks, and perform back-office debrief (Case updates /review).
- Project Support: Initiate, manage, and execute functional unit-specific quality projects and cross-functional sub-projects related to RCSC hub. (eg.
- ASPIRE, Roche360, RDA- Admin support for Roche DIA Academy).
- Support local process when required by harmonizing and automate when possible :
- Knowledge Management : Create and maintain APAC RCSC hub knowledge articles and business processes.
Application process
- Ability to develop a working knowledge of complex regulatory requirements and apply them in a quality manner to your work.
- You have excellent knowledge of cSuite, MS Office/Google applications, and CRM system.
- Highly customer-focused, possess a strong team spirit for working in an intercultural environment, and have excellent communication skills. Qualification and Experience:
- Bachelor's or Master’s degree in Business, Life Science, IT, or Engineering or related area. Preferred
- At least 3 years of experience in service operations, quality management, or digital enablement within industrial/diagnostics companies.
- Practical working experience in the healthcare or life sciences industry is required.
- Proven leadership skills in a matrix environment and experience working with global or multi-site teams.
- Strong understanding of technologies and their application in healthcare settings, with demonstrated expertise in troubleshooting and/or integrations.
Additional details
- Join Roche, where every voice matters.
- Rexis Management : Liaisoning between Roche and Global Operation Support (GOS) service provider.
- Highly customer-focused, possess a strong team spirit for working in an intercultural environment, and have excellent communication skills. Qualification and Experience:
- Working hours flexibility to accommodate the local business hour requirements of the assigned country clusters, including working on local public holidays. 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 i
Notes and original content
- The Position
- Who you are:
- Highly customer-focused, possess a strong team spirit for working in an intercultural environment, and have excellent communication skills.
- Qualification and Experience:
- Bachelor's or Master’s degree in Business, Life Science, IT, or Engineering or related area.
- Working hours flexibility to accommodate the local business hour requirements of the assigned country clusters, including working on local public holidays.
- 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 i
Questions about this listing
What salary does Roche offer for this role?
Roche lists CHF 62'000 - 94'000 gross per year for this position in Petaling Jaya. This is the salary published in the original listing (or, when the employer omits a figure, a realistic estimate for the role and sector) — the calculator on this site converts it to your actual net take-home once cross-border tax and social contributions are applied.
Is this a full-time role, and what type of contract does Roche offer?
This listing is a full-time position. The contract type shown here comes directly from the employer's original posting; always confirm exact hours, notice period and probation length with Roche during the application process, since these details can vary by role even within the same contract category.
Do I need a cross-border work permit for a role in Basel?
EU/EFTA residents living in the border zone of the country adjoining Canton Basel can apply for a G permit; the Swiss employer files it with that canton's migration office after the contract is signed. Border-zone rules and processing times vary by neighbouring country and canton, so confirm the specifics with Basel's cantonal migration office or with HR during the application.
How do I apply for this position at Roche?
Use the "Apply now" button on this page — it links directly to Roche's original listing at roche.wd3.myworkdayjobs.com, so your application goes straight to the employer's own applicant-tracking system. Frontaliere Ticino does not collect or forward applications itself.
