System Support Partner

The Position

Position: System Support Partner
Team: System Support Team
Report to: System Support Lead

Purpose 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 opportunity

As 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 expectations.
• Installation & 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 efficiently.
• Product Expertise: Serve as a product expert in your designated area, translating complex technical and application information into clear, understandable terms for customers.
• Project Implementation: Support and implement special customer projects, such as e-lab performance, TIQ con, QC six sigma, and turnaround time evaluations, according to the plan.
• Advanced System Troubleshooting: Provide second-level technical support to field engineers and application specialists for diagnosing complex issues across electro-mechanical equipment, computer systems, and software.
• IT & 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 environments.
• Software Lifecycle & Performance Monitoring: Manage and implement new updates, upgrades, and all related retrofits for instrument hardware and software across the installed base in Thailand.
• Technical 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 consultation.
• Technical 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 tools.
• Compliance: Ensure all activities, especially new installations and complaint handling, are completed according to the relevant Standard Operating Procedures (SOPs).

Who you are

Experience and Competencies:

• Proactive & Agile: Independent, a team player, flexible, and solution-driven with an agile mindset.
• Customer-Focused: Demonstrates a high service-minded attitude with a proven record of excellent application and support performance.
• Problem-Solving: Possesses a positive attitude towards work, strong problem-solving skills, and the ability to perform well under pressure.
• Innovative: Shows creativity and a good knowledge of IT in related fields.
• IT Acumen: Highly skilled in Information Technology (IT) in wider areas is essential for success in this role.
• Communication: Proficient language skills in Thai and a good command of spoken and written English.
• Adaptability: Able to drive, travel upcountry, and be flexible to work outside of normal working hours as needed.

Industry Experience:

• 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 is preferred
• Proven, hands-on experience with the integration of medical devices with Laboratory Information Systems (LIS) is essential.
• Must be able to work in Bangkok, upcountry, and potentially neighbouring countries.