Customer Support Specialist at Roche

📍 Job Overview

Job Title: Customer Support Specialist – Diagnostics
Company: Roche
Location: Karachi, Sindh, Pakistan
Job Type: On-site, Full-Time
Category: Customer Support & Services
Date Posted: June 25, 2025
Experience Level: 0-2 years

🚀 Role Summary

Customer-Centric Support: Provide exceptional pre- and post-sales support to customers and distributors, ensuring Roche's diagnostic solutions deliver impactful results.
Technical Expertise: Offer accurate technical guidance and troubleshooting for Roche's Diagnostics products and services, with a focus on clinical chemistry and immunology.
Relationship Building: Foster trusted partnerships with customers and internal teams to achieve maintenance service goals and support technical and commercial success.
Data-Driven Insights: Gather and analyze customer feedback, generate insightful reports, and contribute to internal improvements.

📝 Enhancement Note: This role requires a strong customer focus, technical proficiency, and data analysis skills to drive customer satisfaction and equipment uptime.

💻 Primary Responsibilities

Customer Interaction: Maintain direct contact with customers and distributors, addressing product-related inquiries, complaints, and troubleshooting needs with professionalism and care.
Technical Support: Provide prompt tele-remote support, ensuring Roche's diagnostic solutions deliver exceptional impact through responsive service and accurate guidance.
Feedback Analysis: Gather and analyze customer feedback, generating insightful reports to drive internal improvements and enhance customer experience.
Cross-Functional Collaboration: Work closely with cross-functional teams to deliver solutions that improve customer experience and equipment uptime, contributing to Roche's overall success.
Mentorship: Act as a key knowledge resource for colleagues with less experience, offering guidance and mentorship to support their professional growth.

📝 Enhancement Note: This role requires strong communication skills, problem-solving abilities, and the capacity to work independently within company policies, serving as a trusted resource for colleagues.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Medical Laboratory Technology or a related scientific field is required.

Experience: 1-2 years of practical laboratory experience, preferably in clinical chemistry or immunology, is essential.

Required Skills:

Strong communication and presentation skills
Proficiency in Microsoft Excel and familiarity with data analysis tools
Working knowledge of Cobas 4000/6000, Cobas Pure, or Cobas Pro diagnostic platforms
Ability to work independently in a structured environment with minimal supervision

Preferred Skills:

Experience with the CISCO system
Familiarity with Roche's Diagnostics products and services

📝 Enhancement Note: Candidates with relevant laboratory experience, strong communication skills, and a customer-focused mindset will thrive in this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: PKR 70,000 - 100,000 per month (approximate, based on market research for entry-level customer support roles in Karachi)

Benefits:

Competitive remuneration package
Collaborative culture with opportunities for growth and development
Access to innovative healthcare solutions and technologies
Comprehensive health and wellness benefits

Working Hours: 40 hours per week, with flexible deployment windows and maintenance schedules as needed.

📝 Enhancement Note: Salary range is an estimate based on market research for entry-level customer support roles in Karachi. Actual salary may vary based on experience and performance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare, specifically focused on diagnostics and pharmaceuticals.

Company Size: Roche is a global company with over 100,000 employees worldwide, providing a large and diverse team environment.

Founded: 1896, with a rich history and established reputation in the healthcare industry.

Team Structure:

Customer Support & Services team, focusing on pre- and post-sales support for Roche's Diagnostics products and services.
Cross-functional collaboration with internal teams, including sales, marketing, and technical specialists.

Development Methodology:

Customer-centric approach, with a focus on responsive service, accurate technical guidance, and continuous improvement.
Data-driven decision-making, utilizing customer feedback and performance metrics to enhance customer experience and equipment uptime.

Company Website: www.roche.com

📝 Enhancement Note: Roche's company culture emphasizes innovation, customer focus, and continuous improvement, providing an environment where employees can grow and make a global impact.

📈 Career & Growth Analysis (N/A for this role)

🌐 Work Environment

Office Type: Fully office-based, with a structured environment and minimal supervision.

Office Location(s): Karachi, Pakistan

Workspace Context:

Collaborative workspace with opportunities for cross-functional interaction and knowledge sharing.
Access to necessary tools and resources to perform job functions effectively, including Microsoft Excel and diagnostic platform-specific software.

Work Schedule: Flexible deployment windows and maintenance schedules, with a focus on responsive service and customer satisfaction.

📝 Enhancement Note: Roche's work environment encourages collaboration, continuous learning, and a customer-focused mindset, fostering an atmosphere where employees can thrive and make a meaningful impact.

📄 Application & Technical Interview Process

Interview Process:

Initial phone or video screening to assess communication skills and customer focus.
In-depth technical interview, focusing on laboratory experience, diagnostic platforms, and problem-solving abilities.
Final interview with the hiring manager, evaluating cultural fit and career aspirations.

Portfolio Review Tips: N/A for this role

Technical Challenge Preparation: N/A for this role

ATS Keywords: Customer Support, Technical Guidance, Communication Skills, Data Analysis, Problem Solving, Relationship Building, Laboratory Experience, Microsoft Excel, Diagnostics Knowledge, Mentorship, Collaboration, Feedback Analysis, Tele-Remote Support, Service Orientation, Clinical Chemistry, Immunology

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, technical proficiency, and customer focus, with a strong emphasis on laboratory experience and diagnostic platforms.

📌 Application Steps

To apply for this Customer Support Specialist – Diagnostics position:

Submit your application through the provided application link.
Tailor your resume to highlight relevant laboratory experience, customer support skills, and proficiency in Microsoft Excel.
Research Roche's Diagnostics products and services to demonstrate your familiarity with the company and its offerings.
Prepare for the interview process by practicing your communication skills, brushing up on your laboratory knowledge, and reflecting on your customer support experiences.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles, emphasizing customer interaction, technical guidance, and problem-solving skills.
Include customer support methodologies, relationship building, and service-oriented approaches.
Emphasize customer feedback analysis, data-driven decision-making, and internal improvement strategies.
Address customer support team dynamics, cross-functional collaboration with sales, marketing, and technical teams.
Focus on customer support career progression, continuous learning, and emerging technologies in customer support and service.

Quality Standards:

Ensure no content overlap between sections – each section must contain unique information.
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support and service-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

Include specific customer support tools, platforms, and technologies relevant to the role.
Address customer support career progression paths and technical leadership opportunities in customer support teams.
Provide tactical advice for customer support interviews, communication skills development, and problem-solving strategies.
Include customer support-specific interview preparation and case study guidance.
Emphasize customer-centric approaches, data analysis, and continuous improvement strategies.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support and service industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support professionals.
Provide actionable insights that give customer support candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and customer impact measurement.

Customer Support Emphasis:

Emphasize customer support best practices, relationship building, and service-oriented approaches.
Include specific portfolio requirements tailored to the customer support discipline and role level.
Address customer support challenges, problem-solving methods, and performance optimization techniques.
Focus on communication skills, data analysis, and customer experience design principles.
Include technical presentation skills and stakeholder communication for customer support projects.

Avoid:

Generic business jargon not relevant to customer support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-customer support terminology unless relevant to the specific role.
Marketing language unrelated to customer support, technical guidance, or user experience.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals evaluating career opportunities and preparing for technical interviews in the customer support and service industry.

Customer Support Specialist