Cluster Service Manager- Roche Diagnostics — Roche

Main responsibilities

• The Position The main responsibilities of Service Expert manager will be to provide an excellent customer experience for highly complex installations .
• To do this, you will need to build a strong relationship with the sales department and other support areas.
• It will be essential to lead your team to a more strategic and high-performance level, using the team& high technical knowledge to promote detailed data analysis that promotes proactive actions for our customers.
• Internally, you will help create training plans for field teams and develop the skills needed for the company & new challenges.
• The Opportunity: Team Leadership o Lead, motivate, and develop a high-performing team of managers and employees. o Provide coaching, support, and mentorship to ensure individual and teams success. o Foster a collaborative and inclusive work environment that promotes innovation and continuous improvement. o Foster a customer-centric culture that prioritizes empathy, responsiveness, and continuous improvement.
• Strategy o Build a strategy to support installations and new projects at our key customers. o Develop comprehensive project plans that outline tasks, timelines, resources, and budgets. o Define key performance indicators to measure the effectiveness project implementation and customer experience o Monitor and analyze service metrics to drive continuous improvement. o Data Analysis and proposed action plans to drive cost and service efficiencies o Continuously assess and improve service processes to enhance efficiency and customer satisfaction. o Resolve complex customer issues and escalations with professionalism and empathy. o Lead the training strategy to staff team Collaboration o Work closely with sales, marketing, product, and operations teams to ensure cohesive service delivery and consistent messaging. o Collaborate on the development and delivery of customer solutions, ensuring they meet client needs and expectations o Collaborate with cross-functional teams to design and execute initiatives that enhance the end-to-end customer experience Process Optimization/innovation o Drive innovation by introducing new technologies, tools, and methodologies to enhance the customer experience, and improve serviceability o Pilot and test new initiatives, gather feedback, and iterate based on insights to drive ongoing improvement o Monitor key performance indicators (KPIs) and financial metrics to track projects progress and identify areas for improvement. o Implement best practices and operational standards to optimize processes and maximize productivity Who you are: Strategic & Technical Leadership: Proven experience leading, mentoring, and scaling high-performance technical support or field service teams, ideally within the IVD (In Vitro Diagnostics) sector.
• Complex Project Management: Demonstrated track record of leading complex installations and large-scale projects from inception to completion, managing timelines, resources, and budgets.
• Data-Driven Decision Making: Strong analytical mindset with the ability to leverage complex data, establish clear KPIs, and translate metrics into proactive, cost-efficient action plans.
• Cross-Functional Collaboration: Exceptional communication and stakeholder management skills, with a proven ability to build strong partnerships across Sales, Marketing, Operations, and global/local teams.
• Customer-Centric Mindset: A passionate advocate for the end-to-end customer experience, possessing the empathy and professionalism required to resolve compl