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
The Opportunity:
Roche Diagnostics is seeking a dedicated Customer Support Consultant (Engineer – IT) to join our dynamic Roche Customer Support Centre team.
In this role, you will be the primary point of contact for technical support in a 24/7 call center environment, delivering exceptional service through phone, remote access, and email support. You will support our valued healthcare customers with diagnostic systems and IT solutions, contributing to improved patient outcomes.
As the Customer Support Consultant (Engineer - IT), you will be responsible for:
Deliver responsive support to end-users via call, remote access, or internet channels.
Troubleshoot and resolve technical issues in real-time with a high First Call Resolution rate.
Communicate effectively with customers, internal stakeholders, and field engineers to ensure seamless collaboration and efficient operations.
Document and escalate issues following company guidelines.
Ensure timely follow-ups and scheduled proactive callbacks to maintain effective communication.
Support compliance with Service Level Agreements (SLAs) and customer satisfaction targets.
Who You Are:
Bachelor's degree in Medical Technology, Computer Science, or a related field.
2–5 years of experience in IT service or technical support, preferably in the healthcare sector.
Good communication skills in both Thai and English.
Excellent analytical thinking and customer-focused mindset.
Comfortable working in a rotating shift environment (including nights/weekends).
Able to remain calm under pressure and manage multiple tasks independently and in teams.
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.
