Roche
diagnostics
TechnicalServiceManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Service Manager at Roche. Skills: instrument troubleshooting, preventive maintenance, customer satisfaction, team management. Lead, develop, and manage a team of Field Service Engineers. Own instrument reliability across your territory”
What You'll Achieve.
team performance; customer satisfaction; operational discipline; instrument reliability
Industry & Context.
troubleshooting
travel across Indonesia, flexibility for weekend responsibilities
What They're Looking For.
Must Have
Bachelor's degree in Electro Medical Engineering or Electrical Engineering, Minimum 5 years of technical service experience in the medical device, diagnostics, or healthcare industry, direct people management experience, Proven ability to lead and develop field-based teams, track record of driving accountability, performance, and team capability, technical grounding in instrument troubleshooting, installation, and preventive maintenance, judgment to know when to escalate, customer-first mindset, take ownership of issues, communicate proactively, Comfort working independently in a field-intensive environment, travel across Indonesia, flexibility for weekend responsibilities, Professional proficiency in English, both written and spoken
What You'll Do.
and manage a team of Field Service Engineers
Own instrument reliability across your territory
plan and execute preventive maintenance
ensure all service activities are documented
Drive customer satisfaction by resolving hardware and software issues
following up within 24 hours on all raised problems
handling customer complaints with accountability
Ensure operational compliance across all service activities
Report on team performance and operational metrics
How You'll Work.
Team & Collaboration
cross-functional communication
Communication Scope
Professional proficiency in English, both written and spoken
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 At Roche, we believe every patient deserves the best diagnostic outcome. As a Technical Service Manager, you will be the driving force behind the reliability of Roche diagnostic instruments in Indonesia — leading a team of Field Service Engineers and ensuring that every laboratory we serve can trust their equipment, every day. If you are a hands-on technical leader who thrives in the field, takes ownership of outcomes, and genuinely cares about the people you lead and the customers you serve, we want to hear from you. ****The Opportunity**** You will lead the Field Service Engineer (FSE) team for Roche Diagnostics Indonesia, owning the full lifecycle of instrument service — from installation and preventive maintenance through to troubleshooting and customer escalation management. Reporting to the Head of Customer Support, you will be accountable for team performance, customer satisfaction, and the operational discipline that keeps our instruments — and our customers' laboratories — running at their best. In this role, you will: * Lead, develop, and manage a team of Field Service Engineers — setting clear targets, monitoring performance, and building their technical and professional capability * Own instrument reliability across your territory: plan and execute preventive maintenance, manage escalations, and ensure all service activities are documented and traceable in line with Roche SOPs * Drive customer satisfaction by resolving hardware and software issues with urgency, following up within
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