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.

As a Leader of GCS Core Lab Medium Integrated Labs SW you will join the Global Customer Support, and lead a team of highly specialized experts on Core Lab solutions, to provide advanced troubleshooting and support, as well as training, and service documentation for our regional customer support centers and to our affiliates worldwide. 

In addition to the post launch support, the team is heavily involved into the scale up of solution knowledge for CCM and SWA customer solutions including Navify Lab Ops. Furthermore, incorporating digital and data analysis tools and skills and making them a robust part of training and daily support is key to increase service efficiency in this customer segment.

In addition to the post launch support, the team is involved from the product development phase in order to incorporate consistent service requirements.

As a department leader you will have the following responsibilities.

The opportunity

Developing team members by providing coaching and mentoring, and recognize their contributions

Acting as the bridge between the customers/Roche local affiliates and the Roche global teams such as marketing and R&D to ensure the voice of the customer is reflected in product development and product improvements

Proactively building effective relationships and manage stakeholders from Roche affiliates, regional service representatives and global marketing teams

Actively contributing to the development and implementation of the global support strategy and align the team goals and activities to the strategy

Driving product care initiatives to achieve service cost optimization and serviceability improvements for the responsible products

Communicating and aligning service KPIs with the global marketing teams so that the service goals are prioritized as part of the business

Managing the cost center budget by planning and optimizing the activities

Who you are

To be successful in this role the following qualifications / traits are preferred:

Leadership experience in a local, regional and/or global organization, people development and coaching skills encompassing strategic development and agility, problem-solving, and conflict resolution

Multiple years of customer facing experience

Experience in Technical Support, R&D, Marketing, Sales or related business experience

Understanding of Diagnostics Market, Products and related regulatory requirements

Proven experience in managing internal and external stakeholders across various levels,  stakeholder management skills, including a customer focused approach

Strong intercultural competencies, emotional intelligence and excellent communication skills

Experience in managing highly visible escalations

Fluent in English, oral and written 

Furthermore you are willing to travel up to 30% of the time.

Your application

If you are interested in joining our leadership team and you feel yourself a “good fit” please apply online uploading the following documents:

Your resume. We value originality and “to the point”

List of customer escalations and/or customer implementations managed by you - your key learnings

Examples of people coached and developed - your key learnings

Candidates with a complete application will be prioritized.

A healthier future drives us to innovate. Together, more than 100’000 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.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.