Job Description

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 Position

The Opportunity

As the APAC Regional Customer Service Centre (RCSC) Service Excellence Specialist for Digital Enablement, you are the bridge between cutting-edge technology and a seamless customer experience. Based in Kuala Lumpur, you will drive the adoption of digital tools that empower healthcare providers to resolve issues faster and even prevent them before they occur.

In this essential role, you will:

• Empower Customers through Technology: Lead the onboarding and training for our Online Support platforms, helping customers master self-service tools and AI-driven assistance to maximize their lab’s efficiency.

• Drive Predictive Service: Monitor our "Control Tower" system to perform smart prevention, identifying instrument trends and opening proactive cases to ensure reliability and build deep customer trust.

• Expand Technical Connectivity: Act as the specialist for remote service integrations, increasing instrument connectivity to ensure our experts can provide real-time support from anywhere.

• Curate Knowledge Excellence: Create and maintain high-quality knowledge articles and business processes that serve as the foundation for the entire hub’s technical expertise.

• Optimize Core Systems: Oversee the smooth functioning of our digital tools and communication systems, ensuring that our technical operations are always ready to serve the region.

• Collaborate for Automation: Partner with local teams to harmonize support processes, identifying opportunities to automate manual tasks and improve regional service speed.

Who You Are

You are a tech-savvy professional with an agile mindset and a passion for helping others embrace digital change. You thrive in intercultural environments and have a talent for making complex technical systems easy for others to understand.

Your Qualifications:

• Educational Background: You hold a Bachelor’s or Master’s degree in Business, Life Sciences, IT, Engineering, or a related field.

• Professional Experience: You bring at least 3 years of experience in service operations, digital enablement, or quality management, ideally within the healthcare or diagnostics sector.

• Technical Aptitude: You have a strong understanding of CRM systems and support ticketing tools. Experience with connectivity technologies, remote integrations, or data visualization (such as Tableau/SQL) is a significant advantage.

• Communication & Interpersonal Skills: You possess excellent written and verbal skills in English, with the ability to capture technical information clearly and concisely for diverse audiences.

• Multilingual Capability: Proficiency in an additional Asian language (such as Thai, Korean, or Chinese dialects) is highly valued to support our specific regional country clusters.

• Flexibility: You are comfortable adjusting your working hours to accommodate the local business hours of our APAC partners, including occasional public holidays.

Add your unique perspective and see what's possible, because innovation happens when employees are celebrated and respected for their views.

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.