F. Hoffmann-La Roche Ag Hiring! Full Time Customer Support Partner (Engineer)-1 in Selangor - Ricebowl

As the Customer Support Partner (Engineer), you will perform instrument troubleshooting, installation, preventive maintenance, and other after‑sales support to ensure customer satisfaction while following Roche procedures and policies.

• Maintain and support customer sites with troubleshooting, corrective and preventive maintenance, hardware and software modifications.
• Provide service training and conduct workshops for customers and peers.
• Handle troubleshooting, carry out root cause analysis, and liaise with GCS for technical issues.
• Document all customer touchpoints in the CRM system promptly and accurately.
• Monitor spare part usage and write off parts via the CRM system.
• Collaborate with Regulatory and Product teams to inform customers of safety/quality updates and technical notifications.
• Cooperate with cross‑functional teams to solve customer problems effectively.
• Collaborate with stakeholders to understand needs and create partnerships.
• Represent Roche in engagement opportunities, gathering insights, positions, and feedback to shape access and policy strategies.
• Stay updated on service information through intranet, emails, and other channels.
• Meet customer service KPIs and contribute to continuous improvement initiatives.
• Promote and deliver digital remote support via Remote CareGiver.
• Coach less experienced colleagues and share guidance.
• Identify opportunities to enhance the target audience experience.
• Work autonomously with minimal supervision while communicating progress to supervisors.
• Perform additional tasks or projects as assigned.

• Strong troubleshooting and multitasking skills.
• Efficient, organized, detail‑oriented, result‑driven.
• Customer‑oriented with excellent problem‑solving abilities.
• Capable of prioritising tasks in a fast‑changing environment.
• Team player who gives and receives professional feedback.
• Meticulous and responsive to deadlines.
• Ongoing interest in digital services, industry trends, best practices and emerging technologies.
• Strong ability to work in a matrix and collaborative environment.
• Excellent team‑working skills.
• Adaptable to changing environments.

• Diploma in Biomedical, Electronic, Mechanical Engineering or equivalent from a reputable university.
• Preferably, at least 1 year of related experience in a similar industry.
• IT experience is an added advantage.
• Marketing and business development experience considered beneficial.

Roche is an Equal Opportunity Employer.