System Support Partner
Roche
full-time
Posted on:
Location Type: Office
Location: Bangkok • 🇹🇭 Thailand
Visit company websiteJob Level
JuniorMid-Level
About the role
- Serve as the technical linchpin for integrated diagnostic systems, specializing at the intersection of instrumentation, software, IT, and networking.
- Resolve complex, multi-layered technical challenges; act as primary escalation point and liaison between field service, customers, and global support teams.
- Proactively support customer inquiries and complaints, providing fast and effective application-related solutions.
- Lead installation and configuration of new systems; analyze laboratory workflows and provide comprehensive training and retraining to customers.
- Serve as a product expert and translate complex technical and application information into clear terms for customers.
- Support and implement special customer projects (e-lab performance, TIQ con, QC six sigma, turnaround time evaluations).
- Provide second-level technical support to field engineers and application specialists for diagnosing electro-mechanical equipment, computer systems, and software.
- Lead implementation and support of instrument-LIS/HIS interfaces and middleware; troubleshoot connectivity, data transmission, and network configuration issues.
- Manage software lifecycle and performance monitoring: implement updates, upgrades, and retrofits across the installed base in Thailand.
- Enhance technical knowledge of service personnel via on-the-job coaching and training; ensure compliance with SOPs.
Requirements
- Bachelor's Degree in Medical Technology is required.
- At least 2 years of experience as a Service Engineer, Application Specialist, or in a technical support role within the healthcare or medical device business (preferred).
- Proven, hands-on experience with the integration of medical devices with Laboratory Information Systems (LIS) is essential.
- Highly skilled in Information Technology (IT) across wider areas.
- Experience with instrument-LIS/HIS interfaces and middleware solutions.
- Proficient language skills in Thai and a good command of spoken and written English.
- Ability to drive, travel upcountry, and be flexible to work outside of normal working hours as needed.
- Must be able to work in Bangkok, upcountry, and potentially neighbouring countries.
- Compliance knowledge: must follow Standard Operating Procedures (SOPs) for installations and complaint handling.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
integration of medical devicesLaboratory Information Systems (LIS)instrument-LIS/HIS interfacesmiddleware solutionselectro-mechanical equipment diagnosissoftware lifecycle managementperformance monitoringapplication-related solutionsinstallation and configuration of systemsdata transmission troubleshooting
Soft skills
problem-solvingcommunicationcustomer supporttraining and coachingliaisonflexibilityteam collaborationtechnical expertise translationescalation managementworkflow analysis
Certifications
Bachelor's Degree in Medical Technology