APAC RCSC Service Excellence Specialist (Operations Support)

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

As the APAC RCSC Service Excellence Specialist (Operations Support) , your primary focus is to provide the daily backoffice operations support activities.

Key Responsibilities & Accountabilities:

Perform daily backoffice support activities based on the Roche Global Service Operating Model (SOM) : 

• Support for field team: Scheduling and dispatching of cases to field engineers that includes Work Order (WO) lifecycle management. 

• User and System Management:  Training Roche internal users and field engineers on Rexis, perform activation, deactivation or reactivation of users account.

• Reporting  & KPI Management: Preventive Maintenance (PM) dashboard and analytics, ensure the overall quality of data in CRM (Rexis) to achieve country service KPIs.

• Data and Process integrity: Ensure the service is provided according to the customer’s entitlement, contract checks, and perform back-office debrief (Case updates /review). 

• Project Support:  Initiate, manage, and execute functional unit-specific quality projects and cross-functional sub-projects related to RCSC hub. (eg. ASPIRE, Roche360,  RDA- Admin support for Roche DIA Academy). 

Support local process when required by harmonizing and automate when possible : 

• Knowledge Management : Create and maintain APAC RCSC hub knowledge articles and business processes.

• Rexis Management : Liaisoning between Roche and Global Operation Support (GOS) service provider. 

Who you are:

• Must be able to follow prescribed troubleshooting and documentation procedures regardless of educational or work background

• Ability to develop a working knowledge of complex regulatory requirements and apply them in a quality manner to your work.

• Ability to capture pertinent information in a written format in a concise, clear manner for both documentation and internal communication purposes.

• You have excellent knowledge of cSuite, MS Office/Google applications, and CRM system.

• Highly customer-focused, possess a strong team spirit for working in an intercultural environment, and have excellent communication skills.

Qualification and Experience:

• Bachelor's or Master’s degree in Business, Life Science, IT, or Engineering or related area.

• Preferred Certification in Tableau/SQL/Rexis/SAP/AI would be an added advantage.

• At least 3 years of experience in service operations, quality management, or digital enablement within industrial/diagnostics companies.

• Practical working experience in the healthcare or life sciences industry is required.

• Proven leadership skills in a matrix environment and experience working with global or multi-site teams.

• Strong understanding of technologies and their application in healthcare settings, with demonstrated expertise in troubleshooting and/or integrations. Experience with CRM tools and support ticketing systems is essential.

• You possess an agile mindset, a customer-focused approach, and the creativity to find innovative solutions to challenges.

• Fluency in the language of the assigned cluster (e.g.Chinese dialects, Thai, Korean or specific Asian languages), alongside excellent English.

• Working hours flexibility to accommodate the local business hour requirements of the assigned country clusters, including working on local public holidays.

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.