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

Role Purpose

As a Technical Support Engineer at Roche Diagnostics, you will play a vital role in ensuring the optimal performance of our diagnostic instruments across customer sites. Your responsibilities will span routine maintenance, troubleshooting, and system installation, while providing exceptional technical service that aligns with Roche’s commitment to quality, compliance, and customer satisfaction.

您將負責羅氏診斷儀器的安裝、維護及問題排解，透過專業的技術支援與跨部門協作，確保設備穩定運行，並提供符合公司品質與合規標準的客戶服務體驗。

Role scope

You will provide engineering expertise in system installation, start-up, and field validation. You will also contribute to the readiness and operational success of new solutions. As a technical subject matter expert, you may take the lead in cross-BA (Business Area) initiatives aligned with Roche's strategic OKRs.

Key Responsibilities | 主要職責

• Conduct routine preventive maintenance, calibration, and repairs on diagnostic equipment to ensure reliable instrument performance. 執行設備之日常維護、校正與維修，確保運作穩定。
• Install and validate new instruments at customer sites in accordance with product specifications and compliance requirements. 依產品規格與合規標準，完成儀器安裝及驗證作業。
• Collaborate closely with internal teams including Engineering, Customer Service, and Global Support Centers to resolve complex technical issues efficiently. 與內部工程、客服及全球支援中心密切合作，加速問題解決。
• Document service activities, generate performance reports, and maintain accurate records in line with internal quality systems. 撰寫服務紀錄，維護完整的維修與績效報告。
• Develop and deliver user training for customers, distributors, and internal stakeholders on equipment operations and safety procedures. 培訓客戶、經銷商與內部同仁，強化其設備操作與安全意識。
• Manage spare parts inventory to ensure parts availability and cost control. 負責零配件庫存管理，確保資源充足且有效控制成本。
• Serve as a key contact for customer inquiries and complaints, ensuring timely follow-up, case logging, and resolution through Roche’s global case management system. 回應客戶疑問與申訴，並透過全球案例系統及時回報與追蹤。
• Lead or support cross-functional projects, coordinating resources to drive project execution and meet defined objectives. 主導或協助專案執行，整合資源以達成團隊目標。

Qualifications:

• Good Compliance track record. No material Compliance violation is identified in the past 5 years.

Education | 學歷要求

• Associate’s degree or above in Electrical Engineering, Electronics, Mechanical Engineering, Biomedical Engineering, or a related field. 專科以上，具電機、電子、機械、生醫工程或相關背景。

Experience | 經驗條件

• Minimum 2 years of experience in technical service or field support. Experience in medical devices is highly preferred. 兩年以上技術支援或設備服務經驗，有醫療器材服務經驗者尤佳。

Skills & Knowledge:

• Good knowledge of Compliance requirements and clear understanding of high standards of Integrity.
• Proficiency in Word, Excel, PowerPoint; basic SQL knowledge is a plus. 熟悉 Word、Excel、PowerPoint，具 SQL 基礎能力尤佳。
• Intermediate English proficiency in reading and writing, with basic listening and speaking skills for cross-functional communication. 具備中等英文讀寫能力，及基本聽說溝通能力（以利跨國團隊交流）。
• Strong communication skills and customer-centric mindset. 良好溝通技巧與以客戶為中心的服務態度。
• Ability to work independently and manage multiple tasks in a dynamic environment. 能獨立作業，並具多工處理能力。
• Familiarity with compliance standards and high integrity in service execution. 熟悉合規標準，並秉持高誠信原則執行服務。

Others (i.e. Travel Requirement) | 其他條件：

• Valid driver’s license for small passenger vehicles and own vehicle required. The company provides fuel and vehicle depreciation allowances. 需具普通小型車駕照並自備車輛，公司將提供油資與車輛耗損補助。
• Willingness to travel domestically (approx. 10%) and internationally (approx. 1-2 times per year). 可配合國內出差（約佔 10%）及國外出差（每年約 1-2 次）。
• May be required to work evening hours depending on project needs; overtime pay or compensatory leave will be provided in accordance with labor laws. 依專案需求需配合晚間工作，並依勞基法提供加班費或補休。
• On-call duty is required (On-call allowance is provided). 須輪值待命（公司定有待命津貼制度）。

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.