Roche
HeadofService&Support
Neural analysis suggests this role is
optimal for Senior candidates.
“Head of Service & Support at Roche. Skills: service management, support strategies, customer experience, team leadership, operational execution, budget planning, inventory management, regulatory compliance. 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. Leads and manages the service team’s overall activities by implementing effective strategies and detailed plans aligne”
What You'll Achieve.
deliver customer experience beyond expectations; achieve current and future direction; excellent customer experience; cost reduction; team efficiency; create a safe work environment; full compliance with applicable regulatory requirements; advance science; ensure everyone has access to healthcare today and for generations to come; deliver life-changing healthcare solutions that make a global impact
Industry & Context.
Creative problem-solving and issue-resolution skills; resolve key internal and external challenges
Ability to travel interstate and internationally as required by the position, Security, Safety, Health and Environmental Protection policies and programs
What They're Looking For.
Must Have
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 skills in English (spoken and written), leadership skills, a team player, Analytical, precise, pragmatic, enthusiastic, result-oriented, and 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
Nice to Have
substantial multinational companies' experience in Diagnostics industry preferred
What You'll Do.
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
Leads and manages the service team’s overall activities by implementing effective strategies and detailed plans aligned with company objectives
Ensures all initiatives are properly executed in accordance with the strategies set by the GCS
Align the strategy to operational process
and people resulting in a great customer experience
Provides technical information to Sales and Marketing for Roche projects across all stages of the buying cycle
Implement Regional and Global initiatives as relevant
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
Responsible for planning the budget of the service team
Oversees management and maintains inventory of relevant spare parts at an acceptable level
Ensure all service activities of the service team are promptly encoded into customer relationship management (CRM)
Coaches and motivates the team to perform all duties and responsibilities to resolve key internal and external challenges
Ensure skills enhancement of the service team (direct and distributor teams) regarding required technical capabilities
Long-term strategic planning of excellent customer experience
Promote awareness and participation to Security
Health and Environmental Protection policies and programs at site to create a safe work environment to all employees
Ensure full compliance with applicable regulatory requirements and perform activities following global Roche quality standards and local SOPs
How You'll Work.
Team & Collaboration
cross-functional coordination; Liaises with other affiliates in APAC/Global for technical initiatives and support requirements of the team; Drive the culture of collaboration across the stakeholders; Maintain key partners, companies, distribution partners, etc.; Develop and implement strategies to build a customer-centric culture in the team; team player
Communication Scope
Excellent interpersonal and communication skills in English (spoken and written); open dialogue
Process & Methodology
implementing effective strategies and detailed plans, Planning, organization and time management skill
Full Job Description
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 team’s 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 rel
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