Service Area Manager (Andalucía/Extremadura)

Roche; España; On-site; EUR 70,000 - 90,000; Full time

Job summary

Roche busca un Service Area Manager en España para asegurar la excelencia técnica y operativa en las líneas de servicio de las soluciones RDE, trabajando junto a Key Account Managers y el líder comercial de la zona. Se basará en Málaga, Granada y Jaén y liderará equipos multidisciplinares para optimizar la experiencia del cliente.

El rol requiere dominio avanzado de español e inglés, experiencia en entorno de laboratorio clínico y capacidad de gestionar proyectos complejos con enfoque en

Qualifications

• Título universitario en Administración de Empresas, Ingeniería o Ciencias de la Salud.
• Dominio avanzado de español e inglés.
• Capacidad para analizar aspectos comerciales y establecer relaciones con las partes interesadas.

Responsibilities

• Gestionar y supervisar acciones de servicio para asegurar KPIs y adecuación del servicio.
• Evaluar de forma continua la satisfacción del cliente con la actividad de servicio.
• Asegurar que el equipo conozca y aplique las líneas de servicio estratégicas y prioridades comerciales.
• Supervisar el desarrollo del personal para brindar el mejor servicio.
• Participar en acciones comerciales necesarias.
• Mantener una comunicación fluida con personal de todas las Áreas de Negocio.
• Controlar la calidad de las actividades de subcontratistas y reportar al área de gestión de proveedores.
• Proponer mejoras a procesos establecidos para aumentar la tangibilidad del servicio.

Skills

Liderazgo

Capacidad estratégica

Gestión de proyectos

Toma de decisiones

Orientación a resultados

Gestión del cambio

Comunicación

Trabajo en equipo

Inspiración e influencia

Innovación

Education

Título universitario en Administración de Empresas, Ingeniería o Ciencias de la Salud

Tools

Herramientas de gestión de laboratorios digitales

Job description

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 Mission

At Roche, we are passionate about improving patients' lives and we are courageous in our decisions and actions; we believe that good business means a better world. That is why we come to work every day. We are committed to scientific rigor, ethics, and access to medical innovation for all. We do this today to create a better future.

The position is in the Service Area, where we strive to achieve excellence for our customers by placing all our knowledge and team of highly qualified professionals at their disposal, so that they enjoy a customer experience that matches their needs and the expectations of a leading global company in its sector.

As Service Area Manager, you will be responsible for ensuring technical and operational excellence across all RDE solution segments, aligned with market needs, and for enhancing our service offering for our customers. This will include developing appropriate service models to ensure the success of solutions installed for our customers, and responsibility for guaranteeing excellence in all activities related to field service, repair, maintenance, modifications, installations, and applications.

Likewise, you must support pre-sales and sales activities that guarantee the achievement of RDE objectives while ensuring the best customer experience. This includes working jointly with Key Account Managers and the zone's Commercial Lead to ensure the best customer experience based on strategy and commercial prioritization.

Additionally, you must also accelerate new ways of working focused on creating multidisciplinary teams based on collective leadership, self-management, and self-responsibility (accountability).

Main Responsibilities

• Manage and supervise service actions to ensure compliance with KPIs (management indicators) and the necessary customization for service delivery, as well as defining improvement actions if required.
• Continuous evaluation and monitoring of customers, ensuring satisfaction with our service activity.
• Ensure that the team under your responsibility knows, understands, and applies the defined strategic service lines as well as commercial priorities.
• Oversee the development of people to ensure the provision of the best service to our customers.
• Participate in necessary commercial actions.
• Maintain a fluid level of communication with staff from all Business Areas served, ensuring their satisfaction as internal customers.
• Control the quality of activities performed by subcontracted companies, reporting information regarding the quality of service they provide to the various supplier management heads, based on customer feedback.
• Propose improvements to established processes as well as actions that favor the tangibility of the service and, therefore, its valuation by the customer (internal and external).

Required Profil e

University Degree: Business Administration, Engineering, or Health Sciences.

Advanced level of Spanish and English.

Ability to analyze the business aspects necessary to engage and create the necessary relationships with the right stakeholders.

Based in Malaga, Granada and Jaen

Experience

• Solid knowledge and experience in the clinical laboratory environment.
• Previous experience in team management, proven leadership in the implementation of complex projects.
• Skill in multicultural management of teams of people hailing from different countries.
• Extensive experience in digital solutions for clinical laboratory management.

Required Competencies

• Leadership
• Strategic capability
• Project management
• Decision making
• Results orientation
• Change management
• Communication
• Teamwork and collaboration
• Inspiration and influence
• Innovation

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La misión

En Roche, nos apasiona mejorar la vida de los pacientes y somos valientes en nuestras decisiones y acciones; creemos que un buen negocio significa un mundo mejor. Por eso venimos a trabajar todos los días. Estamos comprometidos con el rigor científico, la ética y el acceso a la innovación médica para todos. Lo hacemos hoy para crear un futuro mejor.Como Service Area Manager serás responsab