What Jobs are available for Support Specialist in Malaysia?

**Core job responsibilities:**
+ This position in Abbott Diagnostics Remote Services and Support team is responsible to provide accurate and timely assistance, technical information and advice regarding ADD products and services before, during, and after a call (customer call, chat & mail) to maintain and improve the organization's customer relationships.
+ This role takes ownership of the customer experience and must maintain composure & professionalism in difficult situations while working independently.
+ Communicate with customers (via phone,chat & email) to answer their enquiries, understand and answer their technical question, assess their needs. Able to understand hardware, software and reagents issues.
+ Apply established procedures, use appropriate tools and systems to solve technical problems through case management and follow-up on the status of outstanding cases.
+ Record accurately information in the appropriate system and make sure to follow up with the "Off-hours" team and specific country team.
+ The resource will apply their clinical laboratory and technical knowledge to provide continual support services to ensure ongoing customer satisfaction.
+ Additional responsibilities include:
+ Promoting the technical expertise of support personnel
+ Promote customer adoption of contacting Remote support as troubleshooting first point of contact
+ Instrument monitoring via dashboard visualization platform and provide a proactive call to customers
+ Performed proactive analysis using the tools provided and assist in proving the concept of unplanned to plan instrument downtime
**Core Job Responsibilities**
+ Responsible for implementing and maintaining the effectiveness of the quality system.
+ The remote support specialist will play the following roles:
+ Customers Phone support and perform instrument monitoring from dashboard visualization platform (Training and Guidance will be provided)
+ Work with cross-functional teams to propose, recommend and provide resolution to issues.
+ Level I & II support for customer's problem resolution
+ Improve Customer Net Promoter Score (NPS). Quality of support and Customers satisfaction will be measured through Abbott NPS.
**Key Performance Metrics**
+ Improve Customer satisfaction score (NPS)
+ Improve Phone Resolution Rate
+ Decrease Phone Abandon Rate
+ Improve First Line Resolution Rate by reducing Dispatched.
+ Service Tickets Compliance
**Education and experience** **:**
+ Clinical laboratory experience and use of Laboratory automated analyzers (preferably Abbott systems)
+ Minimum of 2-3 years of Clinical laboratory practice, Field application for Laboratory systems, Hardware and reagents troubleshooting experience.
+ Study background: Biomedical engineer, Bachelor in Clinical laboratory, Master in Biology / Human Biochemistry, Bachelor of Science
+ Qualified applicants will be experienced in providing level 1 and level 2 support and making technical recommendations to ensure customer issues are resolved.
+ The ideal candidate will have excellent problem solving and communication skills. This position will require significant interaction with customers. Other competencies, such as the ability to work in team-oriented environments, adaptability, and high initiative, are also critical.
+ Multiple language knowledge is an added advantage (Thai, Tagalog, Mandarin, Bahasa Indonesia)
+ **Candidate must also possess understanding of customer nuance and culture of the country supported**
+ Fluency in English is expected as trainings, documentation and ticketing are done in English
+ Candidate should be open to flexible straggered working hours due to the time difference of the supported countries/region
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call or email

**Core job responsibilities:**
+ This position in Abbott Diagnostics Remote Services and Support team is responsible to provide accurate and timely assistance, technical information and advice regarding ADD products and services before, during, and after a call (customer call, chat & mail) to maintain and improve the organization's customer relationships.
+ This role takes ownership of the customer experience and must maintain composure & professionalism in difficult situations while working independently.
+ Communicate with customers (via phone,chat & email) to answer their enquiries, understand and answer their technical question, assess their needs. Able to understand hardware, software and reagents issues.
+ Apply established procedures, use appropriate tools and systems to solve technical problems through case management and follow-up on the status of outstanding cases.
+ Record accurately information in the appropriate system and make sure to follow up with the "Off-hours" team and specific country team.
+ The resource will apply their clinical laboratory and technical knowledge to provide continual support services to ensure ongoing customer satisfaction.
+ Additional responsibilities include:
+ Promoting the technical expertise of support personnel
+ Promote customer adoption of contacting Remote support as troubleshooting first point of contact
+ Instrument monitoring via dashboard visualization platform and provide a proactive call to customers
+ Performed proactive analysis using the tools provided and assist in proving the concept of unplanned to plan instrument downtime
**Core Job Responsibilities**
+ Responsible for implementing and maintaining the effectiveness of the quality system.
+ The remote support specialist will play the following roles:
+ Customers Phone support and perform instrument monitoring from dashboard visualization platform (Training and Guidance will be provided)
+ Work with cross-functional teams to propose, recommend and provide resolution to issues.
+ Level I & II support for customer's problem resolution
+ Improve Customer Net Promoter Score (NPS). Quality of support and Customers satisfaction will be measured through Abbott NPS.
**Key Performance Metrics**
+ Improve Customer satisfaction score (NPS)
+ Improve Phone Resolution Rate
+ Decrease Phone Abandon Rate
+ Improve First Line Resolution Rate by reducing Dispatched.
+ Service Tickets Compliance
**Education and experience** **:**
+ Clinical laboratory experience and use of Laboratory automated analyzers (preferably Abbott systems)
+ Minimum of 2-3 years of Clinical laboratory practice, Field application for Laboratory systems, Hardware and reagents troubleshooting experience.
+ Study background: Biomedical engineer, Bachelor in Clinical laboratory, Master in Biology / Human Biochemistry, Bachelor of Science
+ Qualified applicants will be experienced in providing level 1 and level 2 support and making technical recommendations to ensure customer issues are resolved.
+ The ideal candidate will have excellent problem solving and communication skills. This position will require significant interaction with customers. Other competencies, such as the ability to work in team-oriented environments, adaptability, and high initiative, are also critical.
+ Multiple language knowledge is an added advantage (Thai, Tagalog, Mandarin, Bahasa Indonesia)
+ **Candidate must also possess understanding of customer nuance and culture of the country supported**
+ Fluency in English is expected as trainings, documentation and ticketing are done in English
+ Candidate should be open to flexible straggered working hours due to the time difference of the supported countries/region
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call or email

**Core job responsibilities:**
+ This position in Abbott Diagnostics Remote Services and Support team is responsible to provide accurate and timely assistance, technical information and advice regarding ADD products and services before, during, and after a call (customer call, chat & mail) to maintain and improve the organization's customer relationships.
+ This role takes ownership of the customer experience and must maintain composure & professionalism in difficult situations while working independently.
+ Communicate with customers (via phone,chat & email) to answer their enquiries, understand and answer their technical question, assess their needs. Able to understand hardware, software and reagents issues.
+ Apply established procedures, use appropriate tools and systems to solve technical problems through case management and follow-up on the status of outstanding cases.
+ Record accurately information in the appropriate system and make sure to follow up with the "Off-hours" team and specific country team.
+ The resource will apply their clinical laboratory and technical knowledge to provide continual support services to ensure ongoing customer satisfaction.
+ Additional responsibilities include:
+ Promoting the technical expertise of support personnel
+ Promote customer adoption of contacting Remote support as troubleshooting first point of contact
+ Instrument monitoring via dashboard visualization platform and provide a proactive call to customers
+ Performed proactive analysis using the tools provided and assist in proving the concept of unplanned to plan instrument downtime
**Core Job Responsibilities**
+ Responsible for implementing and maintaining the effectiveness of the quality system.
+ The remote support specialist will play the following roles:
+ Customers Phone support and perform instrument monitoring from dashboard visualization platform (Training and Guidance will be provided)
+ Work with cross-functional teams to propose, recommend and provide resolution to issues.
+ Level I & II support for customer's problem resolution
+ Improve Customer Net Promoter Score (NPS). Quality of support and Customers satisfaction will be measured through Abbott NPS.
**Key Performance Metrics**
+ Improve Customer satisfaction score (NPS)
+ Improve Phone Resolution Rate
+ Decrease Phone Abandon Rate
+ Improve First Line Resolution Rate by reducing Dispatched.
+ Service Tickets Compliance
**Education and experience** **:**
+ Clinical laboratory experience and use of Laboratory automated analyzers (preferably Abbott systems)
+ Minimum of 2-3 years of Clinical laboratory practice, Field application for Laboratory systems, Hardware and reagents troubleshooting experience.
+ Study background: Biomedical engineer, Bachelor in Clinical laboratory, Master in Biology / Human Biochemistry, Bachelor of Science
+ Qualified applicants will be experienced in providing level 1 and level 2 support and making technical recommendations to ensure customer issues are resolved.
+ The ideal candidate will have excellent problem solving and communication skills. This position will require significant interaction with customers. Other competencies, such as the ability to work in team-oriented environments, adaptability, and high initiative, are also critical.
+ Multiple language knowledge is an added advantage (Thai, Tagalog, Mandarin, Bahasa Indonesia)
+ **Candidate must also possess understanding of customer nuance and culture of the country supported**
+ Fluency in English is expected as trainings, documentation and ticketing are done in English
+ Candidate should be open to flexible straggered working hours due to the time difference of the supported countries/region
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call or email

**Core job responsibilities:**
+ This position in Abbott Diagnostics Remote Services and Support team is responsible to provide accurate and timely assistance, technical information and advice regarding ADD products and services before, during, and after a call (customer call, chat & mail) to maintain and improve the organization's customer relationships.
+ This role takes ownership of the customer experience and must maintain composure & professionalism in difficult situations while working independently.
+ Communicate with customers (via phone,chat & email) to answer their enquiries, understand and answer their technical question, assess their needs. Able to understand hardware, software and reagents issues.
+ Apply established procedures, use appropriate tools and systems to solve technical problems through case management and follow-up on the status of outstanding cases.
+ Record accurately information in the appropriate system and make sure to follow up with the "Off-hours" team and specific country team.
+ The resource will apply their clinical laboratory and technical knowledge to provide continual support services to ensure ongoing customer satisfaction.
+ Additional responsibilities include:
+ Promoting the technical expertise of support personnel
+ Promote customer adoption of contacting Remote support as troubleshooting first point of contact
+ Instrument monitoring via dashboard visualization platform and provide a proactive call to customers
+ Performed proactive analysis using the tools provided and assist in proving the concept of unplanned to plan instrument downtime
**Core Job Responsibilities**
+ Responsible for implementing and maintaining the effectiveness of the quality system.
+ The remote support specialist will play the following roles:
+ Customers Phone support and perform instrument monitoring from dashboard visualization platform (Training and Guidance will be provided)
+ Work with cross-functional teams to propose, recommend and provide resolution to issues.
+ Level I & II support for customer's problem resolution
+ Improve Customer Net Promoter Score (NPS). Quality of support and Customers satisfaction will be measured through Abbott NPS.
**Key Performance Metrics**
+ Improve Customer satisfaction score (NPS)
+ Improve Phone Resolution Rate
+ Decrease Phone Abandon Rate
+ Improve First Line Resolution Rate by reducing Dispatched.
+ Service Tickets Compliance
**Education and experience** **:**
+ Clinical laboratory experience and use of Laboratory automated analyzers (preferably Abbott systems)
+ Minimum of 2-3 years of Clinical laboratory practice, Field application for Laboratory systems, Hardware and reagents troubleshooting experience.
+ Study background: Biomedical engineer, Bachelor in Clinical laboratory, Master in Biology / Human Biochemistry, Bachelor of Science
+ Qualified applicants will be experienced in providing level 1 and level 2 support and making technical recommendations to ensure customer issues are resolved.
+ The ideal candidate will have excellent problem solving and communication skills. This position will require significant interaction with customers. Other competencies, such as the ability to work in team-oriented environments, adaptability, and high initiative, are also critical.
+ Multiple language knowledge is an added advantage (Thai, Tagalog, Mandarin, Bahasa Indonesia)
+ **Candidate must also possess understanding of customer nuance and culture of the country supported**
+ Fluency in English is expected as trainings, documentation and ticketing are done in English
+ Candidate should be open to flexible straggered working hours due to the time difference of the supported countries/region
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call or email

**Core job responsibilities:**
+ This position in Abbott Diagnostics Remote Services and Support team is responsible to provide accurate and timely assistance, technical information and advice regarding ADD products and services before, during, and after a call (customer call, chat & mail) to maintain and improve the organization's customer relationships.
+ This role takes ownership of the customer experience and must maintain composure & professionalism in difficult situations while working independently.
+ Communicate with customers (via phone,chat & email) to answer their enquiries, understand and answer their technical question, assess their needs. Able to understand hardware, software and reagents issues.
+ Apply established procedures, use appropriate tools and systems to solve technical problems through case management and follow-up on the status of outstanding cases.
+ Record accurately information in the appropriate system and make sure to follow up with the "Off-hours" team and specific country team.
+ The resource will apply their clinical laboratory and technical knowledge to provide continual support services to ensure ongoing customer satisfaction.
+ Additional responsibilities include:
+ Promoting the technical expertise of support personnel
+ Promote customer adoption of contacting Remote support as troubleshooting first point of contact
+ Instrument monitoring via dashboard visualization platform and provide a proactive call to customers
+ Performed proactive analysis using the tools provided and assist in proving the concept of unplanned to plan instrument downtime
**Core Job Responsibilities**
+ Responsible for implementing and maintaining the effectiveness of the quality system.
+ The remote support specialist will play the following roles:
+ Customers Phone support and perform instrument monitoring from dashboard visualization platform (Training and Guidance will be provided)
+ Work with cross-functional teams to propose, recommend and provide resolution to issues.
+ Level I & II support for customer's problem resolution
+ Improve Customer Net Promoter Score (NPS). Quality of support and Customers satisfaction will be measured through Abbott NPS.
**Key Performance Metrics**
+ Improve Customer satisfaction score (NPS)
+ Improve Phone Resolution Rate
+ Decrease Phone Abandon Rate
+ Improve First Line Resolution Rate by reducing Dispatched.
+ Service Tickets Compliance
**Education and experience** **:**
+ Clinical laboratory experience and use of Laboratory automated analyzers (preferably Abbott systems)
+ Minimum of 2-3 years of Clinical laboratory practice, Field application for Laboratory systems, Hardware and reagents troubleshooting experience.
+ Study background: Biomedical engineer, Bachelor in Clinical laboratory, Master in Biology / Human Biochemistry, Bachelor of Science
+ Qualified applicants will be experienced in providing level 1 and level 2 support and making technical recommendations to ensure customer issues are resolved.
+ The ideal candidate will have excellent problem solving and communication skills. This position will require significant interaction with customers. Other competencies, such as the ability to work in team-oriented environments, adaptability, and high initiative, are also critical.
+ Multiple language knowledge is an added advantage (Thai, Tagalog, Mandarin, Bahasa Indonesia)
+ **Candidate must also possess understanding of customer nuance and culture of the country supported**
+ Fluency in English is expected as trainings, documentation and ticketing are done in English
+ Candidate should be open to flexible straggered working hours due to the time difference of the supported countries/region
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call or email

**Key Purpose of the Job:**
**Responsible for providing governance and execution for the Global Vendor/Factory creation and maintenance of end-to-end processes in INFOR TPM and SAP MDG and REVA MDM systems. Lead the Infor Nexus TPM (Trading Partner Management) processes for external factory and Vendor onboarding. This includes engaging the vendors to onboard for payment systems within VF SAP and INFOR Nexus SCF platforms. Provide Operational Support for S2A/Infor System by proactively monitoring end-to-end exceptions and completing follow-up to fix the issues or engage with relevant DT/Business team to fix the root causes. INFOR NEXUS ADMIN role including activities like User Creation / Task Flows and Master Table maintenance.**
**Key Area of Responsibility:**
**#1 Provide Governance and execution for New Factory and Vendor Creation in MDG:**
**Ensure all requests satisfy the VF Vendor/Factory creation requirements. Ensure that the requests are in conformity with FFC System and carry the required approvals. Ensure the requests are new and conform to VF compliance requirements. Monitor and execute activities required in global SAP-Vendor MDG system for Vendor creation. Pre-Check new Factory/Vendor creation forms for accuracy and completeness. Co-ordinate with Vendor Coalition Management / Accounts payable / Legal teams to get the Vendor profiles created. Create the Factory profile in MDG and follow up to approval from Vendor coalition management. Inform the requesting team the codes after factory/vendor created in MDM.**
**#2 Lead the Infor Nexus TPM (Trading Partner Management) Vendor onboarding Automation process.**
**Initiate and setup the TPM Automation activity calendar for Factory/Vendor onboarding. This includes 6 stages with 3-9 specific activities/approvals/inspections and VP approvals and updates from the Factory / Vendor / VF Sourcing - FP&A - Compliance - Brand VP - S&R - Training and Assessment and Vendor enrichment processes. Connect independently with all Factory / Vendors to hand-hold / clarify and train on activities required from them in Infor as a part of their onboarding process. Partner with Sourcing/FP&A/Compliance-S&R and facilitate completion of mandatory activities for the process stages to be completed. Monitor all vendor trainings and conduct assessments (after training is complete). Ensure all assessments are passed by the new Factory/Vendor before moving to next stage. Execute TPM activities like Request Validation, TP Profile creation, Completion of PQ, Sourcing Assessment, TP Registration, Backend Setup, Administration of Vendor Creation Forms, Issue onboarding via Document Management, Arranging of S&R training, Onboarding documents review, TP Onboarding, Infor backend update for activation of profile and closing of requests. Engage with the Vendors to set up the payment information in VF and INFOR SCF platforms.**
**#3 Maintenance of existing Vendor/Factory details**
**Pre-Check new Factory/Vendor creation forms for accuracy and completeness. Co-Ordinate with Accounts payable / Legal teams where required for confirmation. Make the required change in MDM system and follow up with Vendor coalition Management till approval. Inform the requesting team after the change is approved and published.**
**#4 Data Governance for MDG**
**Review alerts of new Factory / Vendor profiles and validate key information exists and is accurate. Check if any inactive Vendor/Factory profiles are due to missing/expired data (FFC number) in MDG system. If yes, complete / follow up with respective brand/team, and close. Process exception report of PO's inactive in INFOR due to missing/expired data. Do periodic review of Factories and Vendors in MDG to ensure correct information (FFC#, Common Vendor Name, Common Factory Name, Vendor Group Name etc.) exists.**
**#5. Exception Monitoring for INFOR/S2A operational reports**
**Monitor and process operational exception reports for INFOR/S2A. Follow up with respective business teams where required.**
**#6. Administration Tasks for INFOR**
**Responsible for creating VF User profiles in INFOR. Setup task flows for new users. Maintenance (if required) for existing users.**
**Own Master Table maintenance for Infor Platform as requested by business.**
R-
VF Diversity Vision Statement
VF is committed to creating an inclusive environment that welcomes and values the differences among all of our associates, customers, suppliers and the communities in which we live and conduct business. The continued success and growth of VF is enhanced through initiatives that promote diversity throughout VF around the world.VF is an equal employment opportunity/ affirmative action employer of minorities, females, protected veterans and the disabled. VF is committed to providing equal opportunities in employment, and treating our VF associates and VF applicants without discrimination on the basis of their race, color, gender, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, protected veteran status, HIV/AIDS status, or any other legally protected factor.

**Job Description**
A Field Support Specialist is responsible for providing the first line of field system support that includes hardware, software and networking to customers and field personnel on-site at datacenter or remotely and bringing technical issues to resolution as quickly as possible in a structured way and increasing effectiveness of root cause analysis and action plans for assigned engage­ments by working together with Field, Remote Phone Support and Engineering teams.
The role involves significant communication at all levels internally and with customers when managing resolution of crisis and requires customer facing and management skills and be the subject matter expert for a specific product range and understand service processes and systems tools to be able to identify and solve a wide range of problems. Ensure a high level of customer satisfaction and achievement of service level agreements through the effective delivery of technical support and aiding to customers and Oracle engineers during the incident management process.
Work in a preventive way to avoid re-occurrence of technical issues through the development of technical recommendations for the field team, knowledge content creation/sharing and ensuring an early notification mechanism is in place for issues on the assigned products and technologies.
Expected to travel to customer sites (fly and fix, customer follow up on issues like RCA and action plans, technical recommendations, etc) and perform 7x24 duty shift when required.
Requirements:
+ Fluent in English, both oral and written.
+ 3+ years working knowledge in customer service environment of hardware product range, product installation and break/fix maintenance support, and resolving technical problems on customer HW, networking or SW infrastructure.
+ Industry recognized certification/technical qualification or have a degree in Computer Science, information systems or equivalent work experience.
+ Excellent communication skills to provide clear and accurate technical recommendations, root causes, reports, and ability to speak confidently, communicate clearly in a virtual environment and to interact professionally with a diverse group of customers and staff.
+ The position has a physical component requires the ability to lift to 25 kg and may require working in cramped spaces or elevated locations.
+ Experience in IT Infrastructure support and server administration in a mid-sized environment or in data center M&E equipment
+ Strong Adherence to process and being a process champion.
+ Being the subject matter expert for a special product range and ability to work productively in remote cross-functional teams or resourcefully and independently as an individual.
+ Experienced on analytical & problem-solving techniques and have a proactive approach to solve things in an innovative way.
+ Experience providing client-facing, direct customer support and service.
Desired Data Center experience
+ Knowledge of data center design, including electrical and cooling plant & and operation thereof.
+ Airflow management (hot aisle, cold aisle, containment, etc.).
+ Rack, and stack equipment including commissioning of new racks.
+ Strong structured cabling skills on fiber & and copper (e.g. looming, term & test).
Desired systems & and hardware expertise
+ Systems administration (Linux and/or Windows Servers)
+ Hardware repair, diagnosis & break/fix
+ Networking fundamentals (DNS, TCP/IP, basic troubleshooting)
+ IT Hardware Concepts (RAID, SAN, x86) architecture, SCSI, FC, ethernet, iLO)
+ Base Operating System Installs and Configuration
+ Core OS Services: SSH, Telnet, RDP, FTP, NFS, DNS, DHCP etc.
Career Level - IC3
**Responsibilities**
+ Acts as a technical expert for Oracle Cloud Hardware products. Actively contri­utes in the diagnosis and problem resolution by working together with the Technical Support Centre and product engineering to ensure continuity and a consis ent service delivery.
+ Provides a high level of customer satisfaction through the effective delivery of technical support and service programs. Works primarily at customer sites.
+ Contribute to create knowledge content in key areas where possible and continuous improvement of systems support delivery processes and tools.
+ Understand all systems products and in-depth knowledge of specific products or platforms to stay abreast with latest technologies, drive new product introduction (NPI) as expert matter.
+ Develop best practices that allow problem avoidance and/or mitigation and pro ctively help to define mechanisms for detection common or well-known issues to better manage escalations.
+ Actively pursue ways of reducing issues by understanding why they occurred (lesson learned) and what can be done to prevent them from happening again.
+ May provide onsite or remote support and guidance to field/datacenter engineers during problem investigation and resolution if needed and be able to identify and solve a wide range of problems in timely manner.
+ Participate in site planning and the installation, monitoring, maintenance, support, and optimization of all production server hardware, networking, and tools/software of Cloud datacenter infrastructure.
+ Process root cause analysis and produce post Morten and customers facing report for complex issues and critical situations assigned to them.
+ Available to travel across JAPAC or EMEA datacenter to provide onsite aid to builds and participation in the regional standby rotation.
Career Level - IC3
**About Us**
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing or by calling in the United States.
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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**
A healthier future. It's what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That's what makes us Roche.
**The Opportunity:**
As the Customer Support Partner (Application), you will be responsible for performing and installing application setup, troubleshooting support, and evaluation, conducting operator training for customers and internal team members, aiming to ensure customer satisfaction and provide efficient customer support.
You demonstrate personal purpose around improving the healthcare ecosystem, thinking from an enterprise level, beyond boundaries and borders, to bring the best possible outcomes to the health environment; creating better health outcomes for more patients faster, and by bringing a strong entrepreneurial mentality with outstanding partnering capabilities.
**In this role, you will:**
+ **Customer Support & Maintenance:** Maintain, troubleshoot, and set up equipment at customer sites, ensuring full functionality and timely resolution of issues. This includes performing evaluations and conducting root cause analysis, collaborating with cross-functional teams and GCS (Global Customer Support) as needed.
+ **Training & Development:** Conduct operator and application training and workshops for customers and peers. Develop and update training materials for these sessions.
+ **Communication & Safety:** Inform customers of safety and quality issues, as well as technical updates, in a timely manner. Ensure all customer interactions and technical issues are well-documented in the CRM system.
+ **Stakeholder Collaboration:** Collaborate closely with internal and external stakeholders to understand their needs, foster partnerships, and effectively solve customer problems.
+ **Company Representation & Feedback:** Represent Roche in various engagement opportunities, collecting and compiling customer insights, positions, and feedback to inform business strategies.
+ **Continuous Learning & Digital Promotion:** Stay up-to-date with service information and new technical updates by regularly checking internal channels. Actively promote and provide digital services, including remote support.
+ **Mentorship & Autonomy:** Act as a coach for less experienced colleagues, providing guidance and identifying opportunities for improvement. Work autonomously with minimal supervision while keeping supervisors informed of progress.
**Who you are:**
● Strong troubleshooting and multi-tasking skills.
● Efficient, organized, detail-oriented, and result-driven.
● Customer-oriented individual and an outstanding problem-solver.
● Able to efficiently prioritise tasks in a fast-changing environment.
● Team players, demonstrated by the ability to receive and provide feedback
professionally, thrive and collaborate in a cross-functional environment.
● Detail-oriented, meticulous, responsive to deadlines.
● Ongoing interest in digital services, industry trends, best practices, and emerging technologies.
**Preferred:**
● Minimum Diploma in Health/Science/Medical disciplines or equivalent from a
reputable University
● Preferably, at least 1 year of experience/knowledge in clinical lab, histopathology lab, or molecular lab
● IT, Marketing, and business development experience will be an added advantage
● Strong ability to work in a matrix and collaborative environment
● Excellent teamwork skills required
● Willing to be based in Johor Bharu
**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.**

**Job Description Summary**
The purpose of the Connected Med Management Technical Support Specialist (multiskilled) is to assist in resolving complex, time sensitive, and high-risk issues, which include customer escalations, sites down, remote troubleshooting, and dispatching cases to field service technicians, within a timely and professional manner. Each CMM specialist is trained to support two core products, ES and PLX or ES and CIISafe. The specialist is also expected to understand the Legacy and NextGen systems from server to station and any integrated connections to other BD products. We strive to be the leader in support by building trusted partnerships, foster open communication, drive team and cross functional collaboration, and empower our CMM TSC Specialist to take calculated risks and continuously improve our culture, processes and service.
**Job Description**
**About** **BD**
**Be part of something** **bigger!**
BD is one of the largest global medical device companies in the world and is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. The BD MMS Service and Support organization provides technical service and field support to BD's dispensing customers with a mission that's focused on knowing there's a patient at the center of everything we do so our pledge is to deliver exceptional service to our customers.
**Job Description**
We are the makers of possible
BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it's no small feat. It takes the imagination and passion of all of us-from design and engineering to the manufacturing and marketing of our billions of MedTech products per year-to look at the impossible and find transformative solutions that turn dreams into possibilities.
**Why Join Us?**
A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.
Become a maker of possible with us!
**I. Department Overview**
BD is one of the largest global medical device companies in the world and is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. The BD MMS Service and Support organization provides technical service and field support to BD's dispensing customers with a mission that's focused on knowing there's a patient at the center of everything we do so our pledge is to deliver exceptional service to our customers.
**II. Purpose**
The purpose of the Connected Med Management Technical Support Specialist (multiskilled) is to assist in resolving complex, time sensitive, and high-risk issues, which include customer escalations, sites down, remote troubleshooting, and dispatching cases to field service technicians, within a timely and professional manner. Each CMM specialist is trained to support two core products, ES and PLX or ES and CIISafe. The specialist is also expected to understand the Legacy and NextGen systems from server to station and any integrated connections to other BD products. We strive to be the leader in support by building trusted partnerships, foster open communication, drive team and cross functional collaboration, and empower our CMM TSC Specialist to take calculated risks and continuously improve our culture, processes and service.
Specific Duties, Activities and Responsibilities
**III. Knowledge, Skills and Abilities**
**Customer Service Support**
Service Orientation, Initiative, & Quality
+ Fosters an open dialogue, maintains an approachable manner, and treats others fairly and respectfully. Preserves others' self-confidence and dignity, and shows regard for their opinions when coaching and assisting other agents and specialists when faced with difficult technical issues
+ Demonstrates effective use of phone and email for communication channel
+ Adapts the content, tone, style, and form to suit the needs of the reader, the subject, and the purpose of the communication by use of clear and succinct information when documenting case notes. Uses plain talk to explain complex or technical concepts
+ Sets clear objectives and measure for expectations and timelines (Internal or External)
+ Supports the resolution of trending issues
+ Sets clear expectation and models behavior to encourage high level maintenance of data quality and integrity (CRM)
+ Provides the pertinent information agents and specialists need to be successful and promotes customer-centric concepts when creating/updating Knowledge Articles
+ Provides progress updates to customer. Seeks customer feedback and ensures needs have been fully met
+ Adapts the content, tone, style, and form to suit the needs of the reader, the subject, and the purpose of the communication by use of clear and succinct information when documenting case notes, and internal & external communications. Uses plain talk to explain complex or technical concepts
+ Provides mentorship to others by providing guidance and feedback to help encourage and support quality customer interactions
Accountable
+ Models and sets expectations for high-quality personal case management
+ Mentors and moderates process, progress, and results to ensure adherence to process checklists & collaboration process
+ Models continuous learning and fosters an environment to encourage others to continue customer education (clinical and technical)
+ Knows and supports teammates' work and deliverables. Helps teammates who need or ask for support or assistance
+ Addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner
+ Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
+ Asks for and uses feedback to improve performance. Seeks and acquires new competencies, work methods, ideas, and information that will improve own efficiency and effectiveness on the job
Problem Solving / Decision Making
+ Sponsors, selects team members, take ownership and collaboratively guides the resolution activities and Root Cause Investigation (RCA) progress
+ Ensures good decisions are made when resolving new/recurring/ongoing cases
+ Peer mentor and actively partners cross-regionally and across teams to solve issues
+ Accurately assesses priority level and actively seeks to assist peers in assessing priority
+ Remains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties
**Technical**
+ Advanced understanding of BD products and how technical support and Field supports them in our customers' environments
+ Expected to support two related core products in parallel
+ Understanding of how our products enhance and interact with hospital workflow
+ Ability to identify issue-trends and uses available tools, resources, and team collaboration to troubleshoot customer issues
**Administrative/Other**
+ Adherence to work and call schedules
+ Timely completion of any Company or Department required training.
+ Performs other duties as assigned
**IV. Training**
+ Combination of in-classroom training and shadowing for 3-weeks, followed by on the job training
+ Next core product training will be provided around 6-9 months period, followed by a certification exam
+ Level 2 product certification training will be provided around the 6-9 month period, followed by a certification exam
**V. Education:**
+ Bachelor's degree in Computer Science, Information Technology or Information Systems or 4+ years or equivalent experience
**VI. Experience:**
+ Microsoft SQL experience (3+ Years)
+ CompTIA A+ or N+ Preferred
+ Ability to communicate technical solutions/recommendations to a non-technical audience
+ Windows Server (2008+) and Desktop Administration (Win7+)
+ Networking topology, terminology, commands
+ IIS and Web Application Administration
+ Group Policies Terminology and Administration
+ Active Directory Administration
+ VMWare Terminology and Administration
+ Installing peripherals (Scanners, Printers.)
+ Application Installation and Troubleshooting
**VII. Physical/Mental Requirements:**
+ Flexible in working hours , primarily supporting North America day hours
**Click on apply if this sounds like you!**
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
To learn more about BD visit: Skills
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**Primary Work Location**
MYS Kuala Lumpur - Jalan Kerinchi
**Additional Locations**
**Work Shift**
MY2 Night 10p-7a Sun-Thu (Malaysia)
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.