Technical Service Manager - roche

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

The Opportunity:

The Technical Service Manager is a critical role who must have a strong purpose to enable and empower teams to thrive, to provide better outcomes to “To Improve lives by Pioneering Diagnostics and Shaping Effective Healthcare in Frontier Markets, consists of Myanmar, Bangladesh, Sri Lanka, Nepal, Bhutan, Cambodia and Laos—transforming the market Sub Region Emerging Frontier Markets.

As the Technical Service Manager, you think and act entrepreneurially, taking the whole system perspective; translate strategic thinking into rigorous and thoroughly developed business strategies to ensure that the organization will thrive in the near and long-term. You will be a part of the Frontier Markets Leadership Team and should role model VACC leadership and live the Leadership Team Purpose Statement. You are expected to work closely and collaboratively with other members of the LT to achieve Frontier Markets short, mid and long term strategy. Through this way of leading, it is important that you build high performing teams who are customer focused that exemplify an agile, creative and learning organization. You are responsible to lead the development and execution of Customer Service & Support strategies that foster customer experience and loyalty. You build and scale a high-performing team that integrates expertise across Service Engineers, Customer Call Center, Applications, and Workflow & IT implementation to enable Roche Success through Distinguished Post Sales Service & Support.

You ensure that customers receive top-tier service across all touchpoints, optimize customer satisfaction, and continuously improve processes to support customer success. You play a key role in advancing laboratory practices through innovative and forward-thinking Customer Service & Support strategies and operations. In addition, you will be expected to collaborate closely with Frontier Markets teams, external business partners, APAC & global teams when delivering and executing the above mentioned strategies.

As the Technical Service Manager, you are responsible for:

Technical Service & Support Strategy:

Model Design & Optimization of Service teams in Frontier Markets

Map the capability and capacity of the service team for the respective countries, design and establish and continuously build to optimize the service team efficiency.