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 PositionJoin 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.
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.
Skills Required
- Bachelor’s or Master’s degree in Biochemistry, Natural Sciences, Molecular Biology, Biology, Chemistry, or an equivalent medical-technical qualification
- At least 3 years of professional experience in medical technology, laboratory environments, sales or marketing support, or laboratory management
- Strong working knowledge of medical analysis systems, laboratory diagnostic methods, quality assurance, and IVD market analytics
- Professional fluency in English
- Fluency in at least one regional language cluster, such as Mandarin dialects, Thai, or Korean
- Availability to work 24/7 rotating shifts, including local public holidays
Roche Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Roche and has not been reviewed or approved by Roche.
-
Retirement Support — U.S. materials describe a 401(k) with both matching and an additional company contribution, supported by formal plan documents and true‑up features. This structure is positioned as a standout element of the total package, particularly at Genentech.
-
Leave & Time Off Breadth — Time‑off provisions include substantial vacation, a year‑end shutdown, and a paid six‑week sabbatical after six years. These elements indicate a recharge‑oriented approach within the U.S. offering.
-
Healthcare Strength — Company materials emphasize comprehensive medical, dental, vision, and mental‑health resources alongside well‑being programs. Benefits pages consistently highlight breadth across core health coverage elements.
Roche Insights
What We Do
Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare – a strategy that aims to fit the right treatment to each patient in the best way possible. Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management. Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. The company also aims to improve patient access to medical innovations by working with all relevant stakeholders. Thirty medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry ten years in a row by the Dow Jones Sustainability Indices (DJSI).
