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

As a Leader of GCS Mol Labs Sequencing Solutions you will join the Global Customer Support, and lead a team of highly specialized experts on Molecular and Sequencing 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 from the product development phase in order to incorporate robust service requirements to make the service efficient when the products are on the market. As a department leader

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, matrix organization, people development and coaching skills
• Experience in Technical Support, R&D, Marketing, Sales or related business experience
• Understanding of Diagnostics Market, Products and related regulatory requirements
• Strong interpersonal and stakeholder management skills, including a customer focused approach
• Strong intercultural competencies, emotional intelligence and excellent communication skills
• Fluent in English, oral and written

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

Who we are

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.

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