Service Area Manager (Andalucía/Extremadura)

F. Hoffmann-La Roche AG; España; On-site; EUR 70,000 - 95,000; Full time

Job summary

Roche seeks a Service Area Manager in Spain to guarantee technical and operational excellence across RDE solution segments, aligning with market needs and enhancing our service offering for customers.

You will develop service models to ensure successful implementations, oversee field service, repairs, maintenance, modifications, installations, and applications, and guarantee an exceptional customer experience in collaboration with Key Account Managers and the zone Commercial Lead.

Qualifications

• University degree in Business Administration, Engineering or Health Sciences.
• Advanced level of Spanish and English.
• Ability to analyze business aspects to engage stakeholders.
• Experience in clinical laboratory environment.
• Experience in team management and leadership in complex projects.
• Multicultural management of teams from different countries.
• Extensive experience with digital solutions for clinical laboratory management.

Responsibilities

• Manage and supervise service actions to ensure KPIs and customize service delivery; define improvement actions.
• Continuously evaluate and monitor customers to ensure satisfaction with service activity.
• Ensure team understands and applies strategic service lines and commercial priorities.
• Oversee the development of people to provide the best service to customers.
• Participate in necessary commercial actions.
• Maintain fluid communication with staff from all Business Areas served.
• Control quality of subcontracted activities and report on service quality to supplier management heads.
• Propose improvements to processes to enhance service tangibility and customer value.

Skills

Leadership

Strategic capability

Project management

Decision making

Results orientation

Change management

Communication

Teamwork and collaboration

Inspiration and influence

Innovation

Education

University Degree: Administration, Engineering, or Health Sciences

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 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 prioritisation.

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 favour the tangibility of the service and, therefore, its valuation by the customer (internal and external).

Required Profile

• 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

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.

La posición es en el área de servicio, donde nos esforzamos por conseguir la excelencia para nuestros clientes poniendo a su disposición todo nuestro conocimiento y equipo de profesionales altamente calificados para que disfruten de una experiencia de cliente acorde a sus necesidades y a las expectativas de una compañía líder en su sector en todo el mundo. Como Service Area Manager serás responsable de garantizar la excelencia técnica y operativa en todos los segmentos de soluciones de RDE alineadas con las necesidades del mercado y de mejorar nuestra oferta de servicios para nuestros clientes.

Esto incluirá el desarrollo de modelos de servicio apropiados para garantizar el éxito en la implementación de las soluciones instaladas a nuestros clientes, la responsabilidad de garantizar la excelencia en todas las actividades relacionadas con el servicio en campo, reparación, mantenimiento, modificaciones, instalaciones y las aplicaciones.

Asimismo, deberá apoyar en las actividades relacionadas con la preventa y venta que garanticen el cumplimiento de los objetivos de RDE garantizando la mejor experiencia para el cliente.

Así como el trabajo conjunto con los Key Account Managers y el Commercial Lead de la zona para asegurar la mejor experiencia de cliente en base a la estrategia y priorización comercial.

Adicionalmente también deberá acelerar las nuevas formas de trabajar focalizadas en la creación de equipos multidisciplinares basados en un liderazgo colectivo, la autogestión y la autorresponsabilidad.

Principales responsabilidades

• Gestionar y supervisar las acciones de servicio para asegurar el cumplimiento de los indicadores de gestión y la personalización necesaria para la prestación del servicio, así como definir las acciones de mejora en caso necesario.
• Evaluación y seguimiento continuo de los clientes, asegurando la satisfacción con nuestra actividad de servicio.
• Asegurar que el equipo bajo su responsabilidad conoce, comprende y aplica las líneas estratégicas de servicio definidas así como las prioridades comerciales.
• Velar por el desarrollo de las personas para lograr dar el mejor servicio a nuestros clientes.
• Participar en las acciones comerciales necesarias.
• Mantener un nivel de comunicación fluido con el personal de todas las Business Areas a las que presta servicio, asegurando su satisfacción como cliente interno.
• Controlar la calidad de las actividades de las empresas subcontratadas, reportando a los diferentes responsables de la gestión de los proveedores información sobre la calidad de servicio que prestan, basándose para ello en las informaciones del cliente.
• Proponer mejoras en los procesos establecidos así como acciones que favorezcan la tangibilización del servicio y por lo tanto su valoración por parte del cliente (interno y externo).

Perfil Requerido

• Carrera Universitaria: Administración de Empresas, Ingeniería o Ciencias de la Salud.
• Nivel avanzado Español e Inglés.
• Habilidad para analizar los aspectos del negocio necesarios para involucrar y crear las relaciones necesarias con los stakeholders correctos.
• Residencia en Malaga, Jaen o Granada.
• Experiencia Sólido conocimiento y experiencia en el entorno laboratorio clínico.
• Experiencia previa en gestión de equipos, liderazgo contrastado en implementación de proyectos complejos.
• Habilidad en gestión multicultural de equipos de personas procedentes de diferentes países.
• Extensa experiencia en soluciones digitales de gestión de laboratorio clínico.

Competencias requeridas

• Liderazgo
• Capacidad estratégica
• Project management
• Toma de decisiones
• Orientación a resultados
• Gestión del cambio
• Comunicación
• Trabajo en equipo y colaboración
• Inspiración e influencia
• Innovación

Who we are

A healthier future drives us to innovate. Together, more than 100,000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact. Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer. We believe it's urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world. We are Roche.