Customer Support Team Manager dfm

Roche fosters diversity equity and inclusion representing the communities we serve. When dealing with healthcare on a global scale diversity is an essential ingredient to success. We believe that inclusion is key to understanding peoples varied healthcare needs. Together we embrace individuality and share a passion for exceptional care. Join Roche where every voice matters.

The Position

Who We Are
At Roche we are passionate about transforming patients lives and we are bold in
both decision and action we believe that good business means a better world.
That is why we come to work every single day. We commit ourselves to scientific
accuracy unassailable ethics and access to medical innovations for all. We do
this today to build a better tomorrow. Are you seeking a meaningful job Then
come aboard!
Roche is strongly committed to a diverse and inclusive workplace. Therefore we
will ensure that individuals with disabilities are provided reasonable
accommodation to participate in the job application or interview process to
perform crucial job functions and to receive other benefits and privileges of
employment. We strive to build teams that represent a range of backgrounds
perspectives and skills. Embracing diversity enables us to create an extraordinary
place to work and to innovate for patients.
The Regional Customer Support Center (RCSC) is a high performance team based in different locations in the EMEALATAM region
focused on providing an outstanding customer remote support experience when
our customers are dealing with issues or inquiries. The RCSC is also delivering
internal training and supporting the affiliates being a single point of contact for our
customers and Roche employees matters that require an expert technical
knowledge.

The Opportunity
The RCSC Meylan hub is looking for an experienced leader or project manager to
join our Regional Customer Support team.
As a Line Manager you will be leading a team of technical specialists providing
customer support to the Frenchspeaking customers in the EMEALATAM region.
The specialists can also be involved in training activities or other activities related
to customer service.
You will be responsible for achieving outstanding team performance maximizing
the customer satisfaction with our remote support activities by analysing the
results challenging how the support is provided and incorporating all new tools

being released to improve the support. Another key responsibility will be to
develop the team members in their current role and for their future.
We are looking for a person able to develop collaborative and empowered teams
maintaining a strong customer focus to positively impact the service delivered by
Roche in the region.
You will have experience within Diagnostics or Healthcare (ideally in Roche
Diagnostics) and a desire to put the customer at the very heart of our business.
The Line Manager will be reporting directly to the Head of RCSC Meylan. You will
join a team who is passionate about creating an environment where empowered
individuals can flourish and fulfil their potential.

What can you expect
To be responsible for the support provided to our customers and therefore deliver an important contribution
to improving the service quality and customer experience.
To be in regular contact with our customers to develop understanding on
what matters for them or to get involved in complaint management
To be responsible for all aspects of people management for the team
(performance development recruitment)
To develop and oversee service improvements based on your process and performance monitoring and to deliver the adoption
of new services and processes.
To work in a fast paced multicultural team environment with shifting
priorities and multiple deadlines.

Who you are
Fluent in French and with a good level in English
You will have several years of experience in people leadership preferably in
a customer support organization in Diagnostics and healthcare field.
You are motivated by coaching and staff development and have a track
record of working in a high performing team.
Ability to work effectively under pressure you distinguish yourself with
excellent communicative and analytical skills combined with high customer focus team orientation and selfinitiative.
You have a strong track record of change management and continuous
improvement of organisations and processes
You will be working mostly from the Regional Customer Support Center
located at Meylan and you will be required to occasionally travel in the EMEA
LATAM region.

Who we are

At Roche more than 100000 people across 100 countries are pushing back the frontiers of healthcare. Working together weve become one of the worlds leading researchfocused healthcare groups. Our success is built on innovation curiosity and diversity.

Roche is an Equal Opportunity Employer.