Job Detail

The department is responsible to manage the Global Customer Support (GCS) part in Product Development & Product Care, and the Training and Support of the affiliates for product lines. It is in charge to enable and collaborate the local/regional Service Organizations and Regional Customer Support Centers to service & support the end-customer.

This department leader position is accountable to lead the Molecular Applications team and manage the tasks in scope, time and budget to achieve the business case:

• Top line by successful Launches of assay products and contribution to successful service launches and its impact on commercialization 


• Bottom line by reaching service costs according to service-design and -concepts and customer usability for the on-market phase measured by Service KPIs in relation to the design goals.  


• Development and implementation of training, knowledge transfer and support for the Roche Diagnostics Affiliates and end customers in alignment with the divisional strategic goal of “A leader in digital diagnostics”.


• By exemplifying the We@RocheDiagnotics mindsets, culture and behaviors, especially the passion for our customers and patients 

Your responsibilities:

• Accountable for GCS Roche Molecular Diagnostic (RMD) deliverables (e.g. definition of service requirements, development of training & support concepts, support & user documentation) for the milestones in the product development process


• Accountable for Product Care and product related Service Process Improvements for systems and assays


• Accountable for the on-site support, second level support, and training support  for assays, workflow, and usability of the products


• Represents his/her team in the GCS RMD Leadership team and acts as Functional Leads in a respective


• Life Cycle Teams of the Business Area


• Represents or is leader of a GCS Process Change Committees


• Work in a team of other leaders in GCS RMD


• Sets functional goals for the team members in alignment with the GCS, Business Areas, Region and Affiliate goals


• Develops people and fosters an open and transparent culture


• Is accountable for developing the GCS team members to ensure that they are capable of performing the required tasks for the assigned products

To be successful in this role (you should ideally bring the following):

• Demonstration of Roche Leadership Commitments and Roche beliefs


• Leadership experience in regional and/or global environment, in a matrix organization beneficial


• Extensive experience in Technical Support, Marketing, Sales or related business experience


• Deep Understanding of Diagnostics Market, Products and related regulatory requirements


• Team development skills


• Strong communication skills


• International travel is required to perform the job effectively (up to 30%)