Core Lab CSC Team Manager - Remote Support

Roche; Indianapolis (IN); On-site; USD 79,000 - 146,000; Full time

Job summary

Roche in Indiana is seeking a Customer Support Center, Team Manager - Core Lab to lead a remote technical support team delivering expert service for Roche core lab products.

You will recruit, coach, and develop contributors, align daily operations with the global vision, and collaborate with diverse stakeholders to drive continuous improvements while maintaining Roche Quality System standards. Travel up to 15% may be required.

Qualifications

• Bachelor’s degree in science, technology, or related field.
• 3 years of experience in laboratory, health environment, diagnostics industry, IT industry, or equivalent regulated industry experience
• 1 year of previous management or supervisory experience, or demonstrated leadership skills
• 4 years experience in Quality/Regulatory or equivalent regulated industry experience

Responsibilities

• Recognize, recruit, and retain high-performing team members
• Empower people with accountability while building team culture
• Create an inclusive and welcoming environment by taking accountability for Diversity & Inclusion within their team
• Clearly communicate expectations and evaluate performance
• Coach, Develop, Grow individual contributors and technical leaders
• Lead and contribute to key strategic organizational initiatives that drive continuous improvement
• Drive team performance to achieve key performance indicators
• Manage key operational and administrative functions
• Create value by serving as a key conduit between the Roche organization and our customers for complex problem resolution, strategic planning and business reviews
• Build and maintain strong relationships with high value local and global stakeholders including Field Support/Implementation Leadership, Marketing, Commercial Education, Sales, Post Market Quality, Commercial Supply/Fulfillment and Global Customer Support
• Build and maintain strong relationships with third party Solution Providers
• Ensure team’s adherence to Roche Quality System
• Approve product launch on cross functional committees to ensure Serviceability
• Provide value added feedback to influence future solutions for a dynamic market
• Collaborate with Workforce Management to plan, execute and adjust staffing models based on forecasting and volumes
• Translate Global and Local Vision into SMART goals that an empowered team can execute
• Seek out improvements to drive performance forward, mentor and support employees towards continuous improvement

Skills

Leadership

Team management

Communication

Stakeholder management

Quality awareness

Education

Bachelor's degree

Job description

Roche in Indiana is seeking a Customer Support Center, Team Manager - Core Lab to lead a remote technical support team delivering expert service for Roche core lab products.

You will recruit, coach, and develop contributors, align daily operations with the global vision, and collaborate with diverse stakeholders to drive continuous improvements while maintaining Roche Quality System standards. Travel up to 15% may be required.