Customer Support Team Manager dfm

Roche Dia France; Meylan; Sur place; EUR 50 000 - 90 000; Plein temps

Résumé du poste

An established industry player is seeking an experienced leader to join their Regional Customer Support team in Meylan. In this pivotal role, you will lead a dynamic group of technical specialists focused on enhancing customer satisfaction and service quality. Your leadership will drive team performance while fostering a culture of collaboration and empowerment. This position offers the chance to make a significant impact within a diverse and innovative environment, dedicated to improving healthcare outcomes. If you are passionate about coaching and developing talent, this opportunity is perfect for you.

Qualifications

• Several years of leadership experience in customer support.
• Proven record in developing high-performing teams.

Responsabilités

• Lead a team of technical specialists supporting French-speaking customers.
• Maximize customer satisfaction and achieve exceptional team performance.

Connaissances

Leadership

Customer Support

Analytical Skills

Communication Skills

Change Management

Description du poste

Roche fosters diversity, equity, and inclusion, representing the communities we serve.

When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche where every voice matters.

The Position

Who We Are

At Roche, we are passionate about transforming patients' lives and are bold in both decision and action. We believe that good business means a better world.

We come to work every day committed to scientific accuracy, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. If you are seeking a meaningful job, then come aboard!

Roche is strongly committed to a diverse and inclusive workplace. We ensure reasonable accommodations for individuals with disabilities throughout the application, interview, and employment process. We strive to build teams that represent a range of backgrounds, perspectives, and skills. Embracing diversity enables us to create an extraordinary place to work and innovate for patients.

The Regional Customer Support Center (RCSC)

The RCSC is a high-performance team based in various locations across the EMEALATAM region, focused on delivering outstanding remote customer support, internal training, and acting as a single point of contact for customers and Roche employees requiring technical expertise.

The Opportunity

The RCSC Meylan hub seeks an experienced leader or project manager to join our Regional Customer Support team. As a Line Manager, you will lead a team of technical specialists supporting French-speaking customers in the EMEALATAM region, involved in training and customer service activities.

You will be responsible for achieving exceptional team performance, maximizing customer satisfaction, analyzing results, challenging support methods, and integrating new tools to enhance support. Developing team members for current and future roles is also key.

We seek someone capable of developing collaborative, empowered teams with a strong customer focus to positively impact Roche's regional service delivery. Experience in Diagnostics or Healthcare, preferably within Roche Diagnostics, and a customer-centric mindset are essential.

What to Expect

• Responsibility for supporting our customers and contributing to service quality and customer experience improvements.
• Regular engagement with customers to understand their needs and manage complaints.
• People management responsibilities within your team.
• Overseeing service improvements and implementing new services and processes.
• Working in a dynamic, multicultural environment with shifting priorities and deadlines.

Who You Are

• Fluent in French and proficient in English.
• Several years of leadership experience, preferably in customer support within Diagnostics or Healthcare.
• Motivated by coaching and staff development, with a proven record in high-performing teams.
• Excellent communication, analytical skills, and a high level of customer focus.
• Strong change management and continuous improvement skills.
• Willing to work mainly from the Meylan center and occasionally travel within EMEA and LATAM regions.

Who We Are

With over 100,000 employees across 100 countries, Roche is a leading research-focused healthcare group. Our success is driven by innovation, curiosity, and diversity.

Roche is an Equal Opportunity Employer.

Required Experience

Manager

Key Skills

Employment Type: Full-Time

Experience: Several years

Vacancy: 1