[Hiring] Customer Support Center Team Manager - Core Lab @Roche

Role Description

You'll lead a dynamic team of remote Technical Support Specialists and Consultants within the Customer Support Center (CSC), providing clear communication, strategic guidance, and support for decision-making. Your focus will be on developing a highly skilled team that delivers exceptional remote support for Roche core lab products. Acting as a Coach, you'll enhance team members' business acumen, strategic thinking, and collaboration by fostering growth in their mindsets, knowledge, and abilities. As a Catalyst for innovation, you will drive positive change by removing obstacles, building strong connections, and ensuring alignment between the organization's vision and daily operations. You'll contribute to creating an inclusive environment where team members feel empowered to bring their authentic selves to work while pursuing both personal and professional growth. Success in this role is demonstrated by cultivating a high-performance culture with a strong reputation that attracts, develops, and inspires top talent.

As a Customer Support Center, Team Manager - Core Lab, you will:

• Recognize, recruit, and retain high-performing team members
• Empower people with accountability while building team culture
• Create an inclusive and welcoming environment by taking accountability for Diversity & Inclusion within their team by actively promoting and including in people discussions
• Clearly communicate expectations and evaluate performance
• Coach, Develop, Grow individual contributors and technical leaders
• Lead and contribute to key strategic organizational initiatives that drive continuous improvement
• Drive team performance to achieve key performance indicators
• Manage key operational and administrative functions
• Create value by serving as a key conduit between the Roche organization and our customers for complex problem resolution, strategic planning and business reviews
• Build and maintain strong relationships with high value local and global stakeholders including Field Support/Implementation Leadership, Marketing, Commercial Education, Sales, Post Market Quality, Commercial Supply/Fulfillment and Global Customer Support
• Build and maintain strong relationships with third party Solution Providers
• Ensure team’s adherence to Roche Quality System
• Approve product launch on cross functional committees to ensure Serviceability
• Provide value added feedback to influence future solutions for a dynamic market
• Collaborate with Workforce Management to plan, execute and adjust staffing models based on forecasting and volumes
• Translate Global and Local Vision into SMART goals that an empowered team can execute
• Seek out improvements to drive performance forward, mentor and support employees towards continuous improvement

Qualifications

• Bachelor’s degree in science, technology, or related field or equivalent education and work experience
• 3 years of experience in laboratory, health environment, diagnostics industry, IT industry, or equivalent regulated industry experience
• 1 year of previous management or supervisory experience, or demonstrated leadership skills
• 4 years experience in Quality/Regulatory or equivalent regulated industry experience

Requirements

• Donor screening or mass spectrometry instrumentation experience
• Experience working in customer support or within the Roche Support Network
• Experience with Roche product lines, equipment, products and/or systems
• Embrace and thrive in a fast-paced environment
• Proven ability to influence without authority, including strong stakeholder management
• Demonstrated proven breadth of experience in the following core competencies: Agility, Business & financial acumen, Communication, Creative mindset, Customer engagement, Customer insights, Leadership, Market analysis and Stakeholder influence.

Benefits

• The expected salary range for this position based on the primary location of Indiana is $78,800.00-$146,300.00.
• Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.
• A discretionary annual bonus may be available based on individual and Company performance.
• This position also qualifies for the benefits detailed at the link provided below.