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 a Customer Support Specialist within our APAC Hub, you are the first point of professional contact for our customers. You play a vital role in ensuring that healthcare providers can continue their essential work without interruption. In this role, you will:

• Resolve critical challenges: Handle customer inquiries via phone and digital channels, providing foundational troubleshooting and technical problem-solving to ensure patient testing remains on track.

• Champion digital transformation: Actively promote and guide customers in adopting digital support tools and remote assistance technologies to improve laboratory efficiency.

• Drive quality and safety: Act as a local case handler, identifying product quality issues and escalating them to ensure the highest standards of patient safety.

• Foster continuous improvement: Contribute to the creation of new troubleshooting materials and "self-fix" content, empowering both colleagues and customers.

• Collaborate across borders: Work within an agile, intercultural team, participating in local and global projects that shape the future of service excellence in the region.

• Simulate real-world solutions: Utilize our onsite laboratory to recreate customer scenarios, ensuring our solution approaches are accurate and effective.

Who You Are

We are looking for a curious, customer-centric individual who thrives in a dynamic environment and is passionate about healthcare technology.

Your Qualifications:

• Educational Background: You hold a Bachelor’s or Master’s degree in a relevant field such as Biochemistry, Molecular Biology, Life Sciences, Biomedical Engineering, or Information Technology.

• Professional Experience: You bring at least 1-2 years of experience in medical technology, laboratory environments, or healthcare IT support.

• Language Excellence: You are fluent in English and possess professional-level proficiency in one or more of the following: Chinese dialects, Thai, or Korean, to support our diverse APAC customer clusters.

• Technical Aptitude: You have a solid understanding of medical analysis systems, connectivity, or IT network technologies, with a methodical approach to troubleshooting.

• Customer-First Mindset: You possess excellent communication skills and the ability to convey complex technical information clearly and concisely.

• Flexibility: You are comfortable working within a 24/7 rotating shift pattern, including public holidays, to support the critical needs of the healthcare systems we serve. Let’s thrive together in a culture built on trust, collaboration, respect, and high performance.

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.