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 Position
Job Summary
You will be responsible for providing technical support, maintenance, troubleshooting, installation and repair services of Roche Digital portfolios in the assigned area. You will ensure maximum customer satisfaction and instrument uptime by delivering timely and high-quality service to clients in clinical, academic, and industrial laboratories.
Responsibilities
- Perform installation, preventive maintenance, and emergency repair of Roche Digital portfolios.
- Troubleshoot and resolve hardware/software issues on-site or remotely.
- Provide technical guidance and training to users on system operation and best practices.
- Maintain accurate service documentation in CRM system. (e.g., service reports, logs, complaint cases and & risk mitigation).
- Coordinate with internal teams (technical support, logistics, application specialists, DV and sales) to ensure seamless service delivery and support pre-sales activity, ex:presentations and demonstrations.
- Monitor system performance trends and proactively recommend preventive actions.
- Support product upgrades, hardware modifications, and quality notifications.
- Engaging with the customer during the sales process and bringing the projects through planning, implementation, optimisation, testing and into a live system.
- Provide consultation on connectivity solutions, regulatory compliance, security and virus protection concerns.
- Understand and translate the features of all IT Solutions portfolio of products into customer oriented benefits communication.
- Other tasks or projects assigned by the line manager
- Comply with SHE, company service SOP, and regulatory requirements
- Conduct all business activities in full compliance with Roche Secure, Roche Behavior in Business, Roche Competition Law Interactive Dialogues, and Roche Safety, Security, Health, and Environmental Protection policies, while demonstrating a solid understanding of compliance requirements and upholding the high standard of integrity.
Requirements and Qualifications
Education:
- Bachelor’s degree or above in Biomedical Engineering or Information Science.
Experience:
- IT Engineering, medical informatics or with preferably at least 2 yrs related experience in LIS or HIS.
Competency:
- Good understanding of LIS, HIS, PIS， Lab workflow and software troubleshooting.
- Hands-on experience in IT connectivity, Lab IT, LIS.
- Able to handle/ install/maintain operating system(Windocs7,Windocs10, Windocs server 2012, server 2016, server 2019)
- Basic database knowledge SQL, computer hardware knowledge, internet knowledge and configuration skill.
- Excellent communication skills and customer service orientation.
- Ability to travel frequently to customer sites (regionally or nationally).
- Fluent in Chinese and good command of written and spoken English,
- Customer-oriented with excellent communication and interpersonal skills.
Who we are
A 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.