Head of Customer Service & Support | Applications & Engineering

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 is 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 is what makes us Roche.

The Head of Service and Support manages the day-to-day operations of the service team to effectively execute after-sales support strategies and objectives to deliver customer experience beyond expectations.

Key Responsibilities include

a) Leads and manages the service teams overall activities by implementing effective strategies and detailed plans aligned with company objectives.

b) Ensures all initiatives are properly executed in accordance with the strategies set by the GCS.

c) Align the strategy to operational process and people resulting in a great customer experience

d) Provides technical information to Sales and Marketing for Roche projects across all stages of the buying cycle.

e) Implement Regional and Global initiatives as relevant

f) Serves as a core member of the DLT in an advisor capacity to the team and helps to set the direction of the Customer Services team with a special emphasis on how and what to implement to achieve current and future direction.

g) Responsible for planning the budget of the service team.

h) Oversees management and maintains inventory of relevant spare parts at an acceptable level

i) Ensure all service activities of the service team are promptly encoded into customer relationship management (CRM)

Organizational Relationship

a) Liaises with other affiliates in APAC/Global for technical initiatives and support requirements of the team.

b) Drive the culture of collaboration across the stakeholders

c) Maintain key partners companies distribution partners etc.

d) Develop and implement strategies to build a customer-centric culture in the team.

Team Management

a) Coaches and motivates the team to perform all duties and responsibilities to resolve key internal and external challenges.

b) Ensure skills enhancement of the service team (direct and distributor teams) regarding required technical capabilities.

c) Long-term strategic planning of excellent customer experience cost reduction and team efficiency.

SHE Responsibilities:

Promote awareness and participation to Security Safety Health and Environmental Protection policies and programs at site to create a safe work environment to all employees.

Quality / Regulatory Responsibilities:

Ensure full compliance with applicable regulatory requirements and perform activities following global Roche quality standards and local SOPs.

Liaises with

External customer distributors and suppliers

Relevant internal team members including Sales Marketing Finance Supply Chain and other Departments /areas as required

External Relevant Company Distribution Partner etc.

APAC and Global team for service support updates and inquiries relevant to the team

Who you are

Bachelors Degree in Science or Engineeringwith substantial multinational companies experience in Diagnostics industry preferred

A managers manager with minimum 5 years of experience in leading and managing a large service team in a similar industry

Computer Skills (Microsoft Office Application and or Google Productivity Tools)

Excellent interpersonal and communication skillsin English (spoken and written)

Strong leadership skills and a team player

Analytical precise pragmatic enthusiastic result-oriented and strong commercial awareness

Selling and negotiation skills

Creative problem-solving and issue-resolution skills

Customer handling skill

Planning organization and time management skill

Self-Initiative and Proactive

Ability to travel interstate and internationally as required by the position

We do not accept any unsolicited resumes or enquiries from recruitment agencies- Roche has a dedicated in-house Talent Acquisition team.

Who we are

A healthier future drives us to innovate. Together more than 100000 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.

Lets build a healthier future together.

Roche is an Equal Opportunity Employer.