Applications Specialist

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.

The Position

Main Tasks  :

Provide pro-active field applications support to both internal and external customers Update and communicate application information regularly Assist in daily operation activities of Applications Team Project implementation service.

1.    Provide pro-active field applications support to customers and internal customers

• To provide on-site applications and troubleshooting support for customers 

• Ensure that our existing & new customer base are supported with good quality and professional service; identify and satisfy customers’ needs in a pro-active manner, to foster and maintain good partnership with customers

• Perform application installation & site inspection

• Regularly update all relevant account-related and daily activities via REXIS or equivalent system to ensure proper customer care, monitoring and resolution

• Keep up-to date knowledge including instrument operation and application related information

• Support internal customers on application's related topics to achieve business results

• Provide cross-training to relevant colleagues

2.    Update and communicate application information regularly

• Visit and check regularly intranet/emails and all available channels to keep up-to-date application information

• To communicate with the team and headquarters on all relevant application issues

• Ensure important information e.g customer notifications are passed to colleagues and relevant customers, follow up actions are performed as per RDHK compliance guidelines

3.    Assist in daily operation activities of Applications Team

• Engage in projects and taskforces related to business needs

• Pro-actively feedback challenges encountered at frontline and improvement area related to business to Application Supervisors

4.    Project Implementation service

• Provide system validation and initial setup services

• Carry out evaluation and data processing

• Create, manage and execute the evaluation plan including protocol discussion, materials ordering and lab work

• Conduct Customer Training and provide hyper-care for live-run activities

• Internal support: SW upgrade services 

• Create and maintain internal/ external training materials

Basic Requirements of the Job  :

Education  :

• Bachelor degree in Medical Laboratory Science, Biomedical Science, or other relevant Science discipline

Experience  :

• Preferably 2 years of working experience in Applications Support or clinical laboratory
• Fresh graduates will also be considered

Special Knowledge  :

• Clinical Laboratory Workflow and clinical analyzers
• Basic laboratory knowledge/ skills
• Proficient in common computer software knowledge including WORD, EXCEL, POWER POINT etc.

Who we are

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.