job description
Join Roche, a global leader in healthcare and diagnostics, as an APAC RCSC Service Specialist / Application Specialist. In this pivotal role, you will serve as the first point of contact for customers across the Asia-Pacific region, providing expert technical support and application guidance for our cutting-edge diagnostic solutions. Based in the vibrant and dynamic locations of Bali, you will collaborate with cross-functional teams to ensure seamless customer experiences, troubleshoot complex issues, and drive customer satisfaction.
This is an exceptional opportunity to leverage your technical expertise and customer service skills in a role that directly impacts healthcare outcomes. At Roche, we foster a culture of innovation, continuous learning, and professional growth, empowering you to make a meaningful difference in the lives of patients and healthcare providers.
If you are passionate about technology, customer success, and contributing to a mission-driven organization, we invite you to apply and become part of our dedicated team.
Responsibility
- Serve as the primary contact for customers in the APAC region, providing timely and professional technical support for Roche diagnostic products.
- Troubleshoot and resolve customer inquiries related to product applications, software, and hardware, ensuring minimal downtime and maximum efficiency.
- Collaborate with internal teams, including sales, marketing, and R&D, to gather customer feedback and contribute to product improvements.
- Deliver training and educational sessions to customers and internal stakeholders on product usage, best practices, and new features.
- Maintain accurate records of customer interactions, issues, and resolutions in the CRM system to ensure data integrity and continuous improvement.
- Monitor and analyze customer support trends to identify recurring issues and propose proactive solutions.
- Participate in the development and updating of technical documentation, FAQs, and knowledge base articles.
- Stay updated on industry trends, competitive products, and Roche’s latest innovations to provide informed and strategic support.
Qualifications
- Bachelor’s degree in Life Sciences, Biotechnology, Medical Technology, or a related field.
- Minimum of 2 years of experience in customer support, technical support, or a similar role, preferably in the healthcare or diagnostics industry.
- Strong technical aptitude with the ability to understand and explain complex diagnostic products and applications.
- Excellent communication and interpersonal skills, with fluency in English and proficiency in additional APAC languages being a plus.
- Proven problem-solving skills and the ability to work under pressure in a fast-paced environment.
- Experience with CRM systems (e.g., Salesforce) and technical documentation tools.
- Ability to work independently as well as part of a global team, with a customer-centric mindset.
- Willingness to travel occasionally within the APAC region for training, meetings, or customer visits.