Customer Support Partner (Engineer) — Roche
- Location
- Petaling Jaya
- Contract
- full-time
- Posted
- 46 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.
- Minimum Diploma in Biomedical, Electronic, Mechanical Engineering or equivalent from a reputable University
Key requirements
- Minimum Diploma in Biomedical, Electronic, Mechanical Engineering or equivalent from a reputable University
Application process
- Regularly check the intranet/emails and all available channels to keep up-to-date service information including instrument operation and application related information.
- Meet customer service KPI and participate in continuous improvements.
- Actively promote and provide digital service, proactive and remote support through Remote CareGiver.
- May act as a coach for colleagues with less experience and provide guidance.
- Proactively identify opportunities to improve and enhance the target audience experience.
- Work autonomously; complete work with minimal supervision or guidance but maintain communication with supervisor regarding progress.
- Any other tasks or projects as assigned from time to time. Who you are You are someone who are/have:
- Strong troubleshooting and multi-tasking skills.
Company and context
- As the Customer Support Partner (Engineer), you will be responsible for performing instrument troubleshooting, instrument installation, instrument preventive maintenance, and other instrument after-sales service issues to the satisfaction of the customer base and organization's procedures and policies.
- 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 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
- Maintain and perform necessary support at customer site, such as troubleshooting, corrective and preventive maintenance, and installation hardware and software modification.
- Provide service training to the customer and peers.
- Conduct workshop activities as required.
- Handles trouble shooting for customers and carry out root cause analysis, and liaises with GCS to manage technical issues when required.
- Well documented all customers’ touchpoints in the CRM system correctly in a timely manner.
- Monitor spare part movement in individual storage location and ensure part used is written off via the CRM system in a timely manner.
- Responsible to ensure (together with Regulatory and Product team) that customer is informed of safety / quality issues and technical updates via Customer Notification timely.
- Cooperate with the cross-functional support team to help customers solve the problem effectively.
Additional details
- Join Roche, where every voice matters.
- 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 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
- Any other tasks or projects as assigned from time to time. You are someone who are/have:
- Ongoing interest in digital services, industry trends, best practices and emerging technologies. Qualification and Experience
- Preferably, at least 1 year of related experience in a similar industry IT experience will be an added advantage Marketing and busines
Notes and original content
- The Position
- Role Purpose
- 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 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
- Any other tasks or projects as assigned from time to time.
- Who you are
- You are someone who are/have:
- Ongoing interest in digital services, industry trends, best practices and emerging technologies.
- Qualification and Experience
- Preferably, at least 1 year of related experience in a similar industry
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.
