System Support Partner

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 PositionPosition: System Support PartnerTeam: System Support TeamReport to: System Support LeadPurpose of the Job 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.The opportunityAs a System Support Partner, you are the technical linchpin for our integrated diagnostic systems. You will specialize in the intersection of instrumentation, software, IT, and networking, ensuring seamless connectivity, data integrity, and peak system performance at customer sites. Your role is to resolve the most sophisticated, multi-layered technical challenges, acting as the primary escalation point for system-level issues and a key liaison between field service, customers, and global support teams.Customer Support & Troubleshooting: Proactively support customer inquiries and complaints, providing fast and effective solutions to application-related issues to exceed customer expectationsInstallation & Training: Analyze laboratory workflows to provide expert consultation. Lead the installation and configuration of new systems and provide comprehensive training and retraining to customers to ensure they can operate the instruments confidently and efficientlyProduct Expertise: Serve as a product expert in your designated area, translating complex technical and application information into clear, understandable terms for customersProject Implementation: Support and implement special customer projects, such as e-lab performance, TIQ con, QC six sigma, and turnaround time evaluations, according to the planAdvanced System Troubleshooting: Provide second-level technical support to field engineers and application specialists for diagnosing complex issues across electro-mechanical equipment, computer systems, and softwareIT & Connectivity Management: Lead the implementation and support of instrument-LIS/HIS interfaces and middleware solutions. Troubleshoot complex connectivity, data transmission, and network configuration issues to ensure robust system integration within customer environmentsSoftware Lifecycle & Performance Monitoring: Manage and implement new updates, upgrades, and all related retrofits for instrument hardware and software across the installed base in ThailandTechnical Consultation & Project Support: Act as the subject matter expert on system integration and IT requirements. Support special customer projects, such as those related to workflow and turnaround time evaluations, by providing expert IT consultationTechnical Enablement & Knowledge Transfer: Enhance the technical knowledge of service personnel through on-the-job coaching and training on advanced system-level topics. Act as a source for related technical knowledge and toolsCompliance: Ensure all activities, especially new installations and complaint handling, are completed according to the relevant Standard Operating Procedures (SOPs)Who you areExperience and Competencies:Proactive & Agile: Independent, a team player, flexible, and solution-driven with an agile mindsetCustomer-Focused: Demonstrates a high service-minded attitude with a proven record of excellent application and support performanceProblem-Solving: Possesses a positive attitude towards work, strong problem-solving skills, and the ability to perform well under pressureInnovative: Shows creativity and a good knowledge of IT in related fieldsIT Acumen: Highly skilled in Information Technology (IT) in wider areas is essential for success in this roleCommunication: Proficient language skills in Thai and a good command of spoken and written EnglishAdaptability: Able to drive, travel upcountry, and be flexible to work outside of normal working hours as neededIndustry Experience:Bachelor's Degree in Medical Technology is requiredAt least 2 years of experience as a Service Engineer, Application Specialist, or in a technical support role within the healthcare or medical device business is preferredProven, hands-on experience with the integration of medical devices with Laboratory Information Systems (LIS) is essentialMust be able to work in Bangkok, upcountry, and potentially neighbouring countriesWho we areA 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.