Switzerland, Zug, Rotkreuz RDI
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Apply now!PrintReporting directly to the Head of Global Customer Support (GCS), you will lead the GCS Roche Molecular Diagnostics (RMD) team to manage the service deliveries during development, managing service costs by triggering product care activities and delivering support & training to the Regions/Countries after product launch. You will contribute, define, and implement the strategic initiatives relevant to the country service organizations and the BAs.
Key Accountabilities
● Lead and ensure implementation of Global Support Strategy in GCS RMD team
● GCS deliverables in product development process, successful implementation of service requirements and launch support
● Improve reliability of products during on-market phase to reduce technical service costs and improve customer experience
● Team and talent development, leading leaders
● Budget accountability
● GCS BA representation in GCS- and GS-LT as well as in Lifecycle Teams, regional boards and steering committees
● Accountable for key stakeholder relationships, specifically full understanding of team results, GCS charter, reporting on Team KPIs
To be successful in this role, you need to bring:
● A university degree in a Science or Engineering discipline. MBA is a strong asset.
● Significant (>5 years) leadership experience in a local, regional and/or global, matrix organisation (successful track record of leading leaders is beneficial)
● >10 years’ experience in Technical Support (Field and/or Support Center, Marketing, Sales or related business experience).
● Deep understanding of Diagnostics Market, Products and related regulatory requirements
● Strong communication skills
● Global Cultural awareness
● Track record of success in driving (and developing) a culture dedicated to Customer focus, compliance and continuous improvement
● Fluent English. Other languages are a plus.
● International travel is required to perform the job effectively (> 30%).
Contact:
Recruiting Team Switzerland: +41 61 682 2550