CSC Team Manager Core Lab

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.

Customer Support Center Team Manager - Core Lab

A healthier future. Its 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. Thats what makes us Roche.

Roche Support Network offers an exciting opportunity for individuals who are passionate about problem solving. As a research-focused healthcare company Roche is dedicated to discovering developing and providing innovative diagnostics and therapeutic products. With a commitment to employee development and a work environment that values respect and empowerment Roche offers exciting career prospects for those seeking to make a significant impact on patient care.

The Opportunity:

Youll lead a dynamic team of remote Technical Support Specialists and Consultants within the Customer Support Center (CSC) providing clear communication strategic guidance and support for decision-making. Your focus will be on developing a highly skilled team that delivers exceptional remote support for Roche core lab products. Acting as a Coach youll enhance team members business acumen strategic thinking and collaboration by fostering growth in their mindsets knowledge and abilities. As a Catalyst for innovation you will drive positive change by removing obstacles building strong connections and ensuring alignment between the organizations vision and daily operations. Youll contribute to creating an inclusive environment where team members feel empowered to bring their authentic selves to work while pursuing both personal and professional growth. Success in this role is demonstrated by cultivating a high-performance culture with a strong reputation that attracts develops and inspires top talent.

As a Customer Support Center Team Manager - Core Lab you will:

• Recognize recruit and retain high-performing team members

• Empower people with accountability while building team culture

• Create an inclusive and welcoming environment by taking accountability for Diversity & Inclusion within their team by actively promoting and including in people discussions

• Clearly communicate expectations and evaluate performance

• Coach Develop Grow individual contributors and technical leaders

• Lead and contribute to key strategic organizational initiatives that drive continuous improvement

• Drive team performance to achieve key performance indicators

• Manage key operational and administrative functions

• Create value by serving as a key conduit between the Roche organization and our customers for complex problem resolution strategic planning and business reviews

• Build and maintain strong relationships with high value local and global stakeholders including Field Support/Implementation Leadership Marketing Commercial Education Sales Post Market Quality Commercial Supply/Fulfillment and Global Customer Support

• Build and maintain strong relationships with third party Solution Providers

• Ensure teams adherence to Roche Quality System

• Approve product launch on cross functional committees to ensure Serviceability

• Provide value added feedback to influence future solutions for a dynamic market

• Collaborate with Workforce Management to plan execute and adjust staffing models based on forecasting and volumes

• Translate Global and Local Vision into SMART goals that an empowered team can execute

• Seek out improvements to drive performance forward mentor and support employees towards continuous improvement

Ideal candidate to live within 50 miles of Indianapolis.

Travel: 10-15% travel to Indianapolis expected for non-local individuals.

Who You Are:

• Bachelors degree in science technology or related field or equivalent education and work experience

• 3 years of experience in laboratory health environment diagnostics industry IT industry or equivalent regulated industry experience

• 1 year of previous management or supervisory experience or demonstrated leadership skills

• 4 years experience in Quality/Regulatory or equivalent regulated industry experience

Preferred Qualifications:

• Donor screening or mass spectrometry instrumentation experience

• Experience working in customer support or within the Roche Support Network

• Experience with Roche product lines equipment products and/or systems

• Embrace and thrive in a fast-paced environment

• Proven ability to influence without authority including strong stakeholder management

• Demonstrated proven breadth of experience in the following core competencies: Agility Business & financial acumen Communication Creative mindset Customer engagement Customer insights Leadership Market analysis and Stakeholder influence.

Relocation benefits are not available for this job posting

The expected salary range for this position based on the primary location of Indiana is $78800.00-$146300.00. Actual pay will be determined based on experience qualifications geographic location and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

Benefits

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. It is our policy and practice to employ promote and otherwise treat any and all employees and applicants on the basis of merit qualifications and competence. The companys policy prohibits unlawful discrimination including but not limited to discrimination on the basis of Protected Veteran status individuals with disabilities status and consistent with all federal state or local laws.

If you have a disability and need an accommodation in relation to the online application process please contact us by completing this form Accommodations for Applicants.