Head of Service Excellence and Customer Support — Roche
- Location
- Basel
- Contract
- full-time
- Posted
- Yesterday
Role overview
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.
- 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.
- Key Responsibilities
- Setting the Direction: You will define the future of our service department and advise the leadership team on how to achieve our goals. Further:
Main responsibilities
- Key Responsibilities
- Setting the Direction: You will define the future of our service department and advise the leadership team on how to achieve our goals. Further:
- Focusing on Customers: You will lead our service and customer support teams to make sure every customer has a great experience when they need help.
- Working Together: You will build strong relationships with other departments like Sales and Marketing, and connect our local team with our regional partners.
- Improving Operations: You will manage the department's budget and use data to make smart decisions about how we work and what we need to be successful.
- Coaching the Team: You will spend time coaching and mentoring your team.
- We want you to create a culture where people feel safe, supported, and encouraged to learn and grow every day. What You Bring to the Team
- We are looking for a visionary leader who is great at solving problems, stays calm under pressure, and naturally looks at the "big picture" while remaining ready to dive into the details to support a customer or team member.
- Education: A university degree in Engineering, Life Sciences, or a related field.
- Experience: At least 3 years of experience managing teams in technical support, medical devices, or the pharmaceutical industry.
Company and context
- People Skills: A natural ability to build diverse teams and guide them through organizational change with kindness, empathy, and clear communication. Candidate Selection Process:
- We review CVs and contact the most suitable candidates only
Additional details
- Join Roche, where every voice matters.
- Location: Zagreb (Croatia) or Ljubljana (Slovenia) | Office-based with expected travel across the affiliate 30% Division: Roche Diagnostics Adriatic
- Setting the Direction: You will define the future of our service department and advise the leadership team on how to achieve our goals.
- We want you to create a culture where people feel safe, supported, and encouraged to learn and grow every day. What You Bring to the Team
- People Skills: A natural ability to build diverse teams and guide them through organizational change with kindness, empathy, and clear communication. Candidate Selection Process:
Notes and original content
- The Position
- Location: Zagreb (Croatia) or Ljubljana (Slovenia) | Office-based with expected travel across the affiliate 30%
- Division: Roche Diagnostics Adriatic
- About the Role
- We want you to create a culture where people feel safe, supported, and encouraged to learn and grow every day.
- What You Bring to the Team
- People Skills: A natural ability to build diverse teams and guide them through organizational change with kindness, empathy, and clear communication.
- Candidate Selection Process:
Questions about this listing
What salary does Roche offer for this role?
Roche lists CHF 85'500 - 129'500 gross per year for this position in Basel. This is the salary published in the original listing (or, when the employer omits a figure, a realistic estimate for the role and sector) — the calculator on this site converts it to your actual net take-home once cross-border tax and social contributions are applied.
Is this a full-time role, and what type of contract does Roche offer?
This listing is a full-time position. The contract type shown here comes directly from the employer's original posting; always confirm exact hours, notice period and probation length with Roche during the application process, since these details can vary by role even within the same contract category.
Do I need a cross-border work permit for a role in Basel?
EU/EFTA residents living in the border zone of the country adjoining Canton Basel can apply for a G permit; the Swiss employer files it with that canton's migration office after the contract is signed. Border-zone rules and processing times vary by neighbouring country and canton, so confirm the specifics with Basel's cantonal migration office or with HR during the application.
How do I apply for this position at Roche?
Use the "Apply now" button on this page — it links directly to Roche's original listing at roche.wd3.myworkdayjobs.com, so your application goes straight to the employer's own applicant-tracking system. Frontaliere Ticino does not collect or forward applications itself.
