Customer Support Specialist

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.

As a Customer Support Specialist – Diagnostics based in Karachi, you will play a crucial role in supporting customers and distributors both before and after the sale. You will ensure our diagnostic solutions deliver exceptional impact through responsive service, accurate technical guidance, and trusted partnerships — helping healthcare providers offer better care to their patients.

The Opportunity

• You maintain direct contact with customers and distributors, supporting Roche’s Diagnostics products and services across pre- and post-sales activities
• You collaborate with internal teams to help achieve maintenance service goals and support technical and commercial success
• You respond to product-related inquiries, complaints (e.g., RMA, delivery status), and troubleshooting needs with professionalism and care
• You provide prompt tele-remote support, gather and analyze customer feedback, and generate insightful reports for internal improvement
• You act independently within company policies and serve as a key knowledge resource for colleagues with less experience, offering guidance and mentorship
• You work closely with cross-functional teams to deliver solutions that improve customer experience and equipment uptime
  
  
  

Who You Are

• You hold a Bachelor’s degree in Medical Laboratory Technology or a related scientific field
• You have 1–2 years of practical laboratory experience, preferably in clinical chemistry or immunology
• You have a strong interest in customer-facing support roles, with a focus on relationship building and solution delivery
• You have good communication and presentation skills and are confident in handling both technical and service-related queries
• You are proficient in Microsoft Excel and familiar with data analysis tools; experience with the CISCO system is a plus
• You have working knowledge of Cobas 4000/6000, Cobas Pure, or Cobas Pro diagnostic platforms
• You are available for a fully office-based position at Roche's Karachi office and are comfortable working in a structured environment with minimal supervision
  
  

What do we offer

Roche offers rewarding growth opportunities, a competitive remuneration package and a collaborative culture where people are united in purpose and will stretch you to be brave, speak up and think differently. Feel empowered to deliver meaningful outcomes, supported by accessible and inspiring leaders.

Roche encourages a high-performance culture where you are empowered and trusted to make decisions. We strive for excellence and extraordinary results and take a genuine interest in our people and their well-being, and our patients.

Take pride in knowing you can make a difference to millions of patients worldwide in developing diagnostics and treatments for oncology, neuroscience, inflammation, immunology, ophthalmology, rare diseases, respiratory disease and diabetes.

We are committed to providing an inclusive, safe, secure and healthy workplace, and to minimise any such impacts to our employees, customers and the community. We welcome applications from all people and encourage you to advise of any individual circumstances that may require consideration.

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.