Protege Program | Laboratory Field Engineer (1-year Contract)

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

Contract Role under Protege Programme: This position is part of the Protege Programme, championing the Malaysian Government's initiative to empower graduates and drive professional growth within the healthcare sector.

As the Laboratory Field Engineer, you will play a pivotal role in troubleshooting instruments, performing installations, preventive maintenance, and delivering after-sales service. Your dedication to customer satisfaction and adherence to organizational procedures will significantly impact healthcare outcomes.

Your Responsibilities:

1. Conduct troubleshooting, corrective and preventive maintenance, and hardware/software installations at customer sites.
2. Provide comprehensive service training to customers and peers to ensure proficiency in instrument operation.
3. Organize workshops and activities to enhance customer knowledge and operational efficiency.
4. Perform root cause analysis and collaborate with Global Customer Support (GCS) to swiftly resolve technical issues.
5. Accurately document all customer interactions in the CRM system.
6. Manage spare part inventory and ensure proper utilization via the CRM system.
7. Timely communicate safety, quality updates, and technical notifications to customers in collaboration with Regulatory and Product teams.
8. Foster close collaboration with stakeholders to understand their needs and build effective partnerships.
9. Represent Roche in engagement opportunities, gathering insights to shape access and policy strategies.
10. Stay updated on service information, instrument operations, and application-related details through various channels.
11. Meet customer service KPIs and actively participate in continuous improvement initiatives.
12. Promote digital services and provide proactive support through Remote CareGiver.
13. Mentor colleagues, offering guidance to support their professional development.
14. Proactively identify opportunities to enhance customer experience and operational efficiency, working autonomously while maintaining effective communication with supervisors.

Who You Are:

You are/have:

1. Strong troubleshooting and multitasking skills.
2. Efficient, organized, detail-oriented, and results-driven.
3. Customer-oriented with exceptional problem-solving abilities.
4. Able to prioritize tasks effectively in a dynamic environment.
5. A team player who thrives in cross-functional collaboration and values constructive feedback.
6. Detail-oriented, meticulous, and responsive to deadlines.
7. Passionate about digital services, industry trends, best practices, and emerging technologies.

Qualifications and Experience:

1. Minimum Diploma in Biomedical Electronics, Mechanical Engineering, or equivalent.
2. IT experience would be advantageous.
3. Marketing and business development experience would be beneficial.
4. Strong ability to thrive in a collaborative environment.
5. Excellent team-working skills required.
6. Adaptable to evolving environments.

Why Roche:

At Roche, we're not just a company; we're a global leader in healthcare. With over 100,000 dedicated employees across 100 countries, we are united by our shared mission to improve lives. Our commitment to innovation and cutting-edge research has positioned us as a pioneer in personalized healthcare solutions, spanning diagnostics to pharmaceuticals.

Joining Roche means:

1. Impact: Your work directly contributes to advancing healthcare globally, making a meaningful difference in the lives of millions.
2. Innovation: We foster curiosity and push boundaries, driving continuous improvement and breakthrough solutions.
3. Culture: We embrace diversity and inclusivity, fostering a collaborative environment where every voice is valued.
4. Development: With extensive learning opportunities, including mentorship and career advancement paths, Roche invests in your growth and success.

Ready to Make an Impact?

Join us in this contract role under the Protege Programme and play a pivotal role in transforming healthcare delivery while advancing your career in a supportive and dynamic environment.

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.