{"id":1722067,"url":"https://alion.io/job/roche-customer-support-partner-application-2","title":"Customer Support Partner (Application)","company":{"id":13531,"name":"Roche","domain":"roche.com","url":"https://alion.io/company/roche","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":88,"open_postings":190,"ghost_share":0.016,"stale_share":0.6,"repost_share":0.068,"time_to_fill_p50_days":15,"computed_at":"2026-10-09T06:01:00Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["George Town, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7000,"max_usd":15000,"period":"year","method":"role_country_seniority_unknown","sample_n":19},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-02T20:49:30Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-09T22:35:01Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"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.\nThe Position\nAs the Customer Support Partner (Application), you will be responsible to perform and install application setup, troubleshooting support and evaluation, conduct operator training for\ncustomer and internal team members aiming to ensure customer satisfaction and provide efficient customer support.\nYou demonstrate personal purpose around improving the healthcare ecosystem thinking from an enterprise level, beyond boundaries and borders, to bring the best possible outcomes to the health environment; creating better health outcomes for more patients faster, and by bringing a strong entrepreneurial mentality with outstanding partnering capabilities.\nIn this role, you will\nMaintain and perform necessary support at customer site, such as troubleshooting, setup, install, and perform evaluation at customer's facility to ensure full functionality according to specification in a timely manner.\nConducts operator / applications training and workshops for customers and peers.\nDevelops, prepares and updates required training materials for training and demonstrations.\nHandles troubleshooting for customers and carries out root cause analysis, and liaises with GCS to manage technical issues when required. Responsible for ensuring (together with the Regulatory and Product team) that customer is informed of safety/ quality issues and technical updates via Customer Notification timely.\nCollaborate closely with stakeholders, gaining a deep understanding of their needs and identifying shared purpose in order to create fruitful partnerships.\nCooperate with the cross-functional support team to help customers solve the problem effectively.\nRepresent Roche in engagement opportunities, collect and compile insights, positions and feedback to inform our access and policies strategies.\nRegularly check the intranet/emails and all available channels to keep up-to-date service information including instrument operation and application related information.\nActively promote and provide digital service, proactive and remote support through Remote CareGiver.\nWell documented all customers’ touchpoints in the CRM system correctly in a timely manner.\nMeet customer service KPI and participate in continuous improvements.\nTake ownership of improving customer service experience, create engaged experience and facilitate organic growth.\nMay act as a coach for colleagues with less experience and provide guidance.\nProactively identify opportunities to improve and enhance the target audience experience. Work autonomously; complete work with minimal supervision or guidance but maintain communication with supervisor regarding progress.\nAny other tasks or projects as assigned from time to time\nWho you are:\nYou are someone who are/have:\nStrong troubleshooting and multi-tasking skills.\nEfficient, organized, details oriented and result driven.\nCustomer-oriented individual and an outstanding problem-solver.\nAble to efficiently prioritise tasks in a fast-changing environment.\nTeam players demonstrated by the ability to receive and provide feedback professionally thrive and collaborate in a cross-functional environment.\nDetail oriented, meticulous, responsive to deadlines.\nOngoing interest in digital services, industry trends, best practices and emerging technologies.\nQualification and Experience\nMinimum Diploma in Health/Science/Medical disciplines or equivalent from a reputable University\nPreferably, at least 1-year experience/knowledge in clinical lab, histopathology lab or molecular lab\nPreferable with teaching experience\nIT experience will be an added advantage\nMarketing and business development experience will be a beneficial\nStrong ability to work in a matrix and collaborative environment\nExcellent team working skills required\nAdaptable to changing environments\nWho we are\nA 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.\nLet’s build a healthier future, together.\nRoche is an Equal Opportunity Employer.","description_format":"text","description_chars":4879,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Biotechnology","Health Care","Biologics & Biosimilars"],"lifecycle":[{"event":"open","at":"2026-10-02T20:49:30Z"}],"visa":[],"liveness":{"score":46,"band":"ok","label":"Likely open","p_open":1,"p_active":0.515,"p_room":0.9,"age_days":6,"expected_fill_days":15,"reasons":["conf:3","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-09T06:01:00Z"},"pay":null,"html_url":"https://alion.io/job/roche-customer-support-partner-application-2","json_url":"https://alion.io/job/roche-customer-support-partner-application-2.json","meta":{"generated_at":"2026-10-09T23:23:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"search","counted_by":"address","units_charged":0,"used_today":0,"day_limit":null,"remaining_today":null,"minute_limit":null,"resets_at":"2026-10-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":13531},"rest":"https://alion.io/mcp/rest/get_company?id=13531"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Froche-customer-support-partner-application-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Froche-customer-support-partner-application-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Froche-customer-support-partner-application-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/roche-customer-support-partner-application-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Froche-customer-support-partner-application-2"}]}