Applications/Systems Engineer - Pre and Post-Sales

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

Applications/Systems Engineer - Pre and Post-Sales

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love.

That’s what makes us Roche.

As the Application Specialist, you will carry-out the Application specialist service function of Laboratory Network by provision of instrument troubleshooting, instrument training, and other issues of instrument after sales services to the satisfaction of the existing RDI customer base and to RDI’s procedures and policies

The Opportunity

• Service and support for Roche instrument and perform routine monitoring for quality performance. Update daily any obstacles found in the fields and perform escalation plan as required and follow up any cases within 24 hours and make sure the case closure

• Responsible for instrument and reagent troubleshooting via phone as well as for customer visit with regards to reagent and assist in instrument installation as needed as instructed by GCS and other standard procedure

• Manage effectively of daily task and job include of reagent task issue activities, pending task, scheduling training, application / assay software upgrade and perform routine visit based on customer priority

• Prepare training material for Roche product related to the training needs to be deliver to Roche customer. Conduct operation and application training for new instrument placement as well as conduct refresh training to maintain customer in updated information

• Maintain reliability of instrument performance through routine monitoring of quality control. And make sure the instrument has relevant assay problem history and traceable under Case Management System

• Complete all paperwork required by the time requested e.g. territory reports, expense forms, etc. Actively seek out business opportunities for companywide products and services. Report regularly on market information and competitor activity. Keep customer records up to date, relevant and accurate. Prepare the monthly report by the 1st every month for management review

• Ensure to handle customer complain and inquiry related with Roche product, and to conform by the SOP applied. Responsible in customer case handling, including troubleshooting and route cause analysis

Who you are

• You should possess Bachelor Degree from a reputable University (local/overseas) majoring in Life Sciences/health analyst / biology/Medical or equivalent with minimum of 1 year of working’s experience in diagnostic industry

• You should be able to communicate well in English as you will be managing overseas counterparts.

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.