Technical Support Engineer (北區)

The Position

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.

Role Purpose

Your main goal is to improve customer experience and help them transition to a future-ready smart lab. You will achieve this by offering expert technical support, maintenance, troubleshooting, and repair for mass spectrometry systems, as well as connected Chemistry and Immunology instruments. By providing timely and effective service to clients in clinical, academic, and industrial labs, you will ensure customer satisfaction and instrument uptime, ultimately helping our customers achieve optimal performance and clinical outcomes.

Responsibilities

Perform installation, preventive maintenance, calibration, and emergency repair of MS instruments. Troubleshoot and resolve hardware/software issues on-site or remotely through digital service. 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, spare parts usage). Collaborate with service and sales teams to ensure seamless workflow and quality support, fostering a cohesive and customer-centric approach. Monitor system performance trends and proactively recommend preventive actions. Support product upgrades, hardware modifications, and quality notifications. Work as a project member in the LAS (Lab Automation System) implementation. Comply with SHE, company service SOP, and regulatory requirements. Communicate with global/APAC technical teams or vendors to assist with complex troubleshooting issues, leveraging internal and external expertise to resolve advanced challenges. Demonstrate strong multi-tasking and problem-solving skills, able to manage tasks independently under time constraints, showcasing resilience and efficiency.

Requirements and Qualifications

Qualifications: Good compliance track record. No material compliance violation is identified in the past 5 years.

Education: Bachelor’s degree or above in Biomedical Engineering, Analytical Chemistry, Instrumentation, or related fields, and have a minimum of experience.

Experience: 2+ years of experience in servicing mass spectrometry or analytical laboratory instruments preferred. Strong knowledge of MS technology, vacuum systems, and chromatography interfaces (e.g., HPLC). Proven track record of providing excellent customer service and technical support.

Skills & Knowledge: Good knowledge of compliance requirements and clear understanding of high standards of integrity.

Competency: Logical troubleshooting mindset and ability to independently resolve issues. 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, proactive and self-motivated with a strong willingness to learn and adapt to new technologies. Good understanding of electronic, mechanical, and software troubleshooting. Hands-on experience in technical diagnostics, repair procedures, and calibration.

Roche is an Equal Opportunity Employer.