Customer Support Leader - Digital Solutions

Roche Holding AG; Indianapolis (IN); Sur place; USD 125 000 - 232 000; Plein temps

Résumé du poste

Roche Holding AG in Indianapolis is seeking a Group Manager - Customer Support - Digital Solutions to lead and empower a team delivering exceptional service and technical expertise. You will oversee the Customer Support organization within the affiliate and division, driving operational excellence and customer outcomes.

The role requires strong leadership and the ability to collaborate with cross-functional teams to align product support with Roche’s strategic vision, ensuring service excellence

Qualifications

• Bachelor's degree in Medical Technology, Clinical Chemistry, Microbiology, IT, Life Sciences, Business, or related discipline.
• 10 years of progressive experience in clinical/lab/healthcare or diagnostics preferred.
• 5 years of direct people leadership experience in a technical support, quality, contact center, or business function.
• Ability to learn Roche product lines, equipment, products and/or systems.
• Excellent leadership, communication, organization, and customer service skills.

Responsabilités

• Lead and manage Customer Support Team Managers and their activities to ensure exceptional service delivery for assigned customers.
• Support the implementation and consistent execution of the affiliate's contact center and technical support strategy.
• Drive the vision and strategy to ensure optimal business performance and customer outcomes.
• Oversee documentation, service methodology, product design, and service plans for timely execution aligned with customer needs.
• Ensure customer service issues are resolved efficiently and to the highest standard.
• Manage interfaces between Customer Support and related business areas to strengthen alignment.
• Partner with cross-functional affiliate, regional, and global colleagues to address evolving product and customer needs.
• Select, develop, and evaluate team members, fostering accountability, collaboration, and continuous improvement.
• Build and maintain a strong organizational culture centered on service excellence and professional growth.

Connaissances

Leadership

Communication

Organization

Customer service

Formation

Bachelor's degree

Description du poste

Roche Holding AG in Indianapolis is seeking a Group Manager - Customer Support - Digital Solutions to lead and empower a team delivering exceptional service and technical expertise. You will oversee the Customer Support organization within the affiliate and division, driving operational excellence and customer outcomes.

The role requires strong leadership and the ability to collaborate with cross-functional teams to align product support with Roche’s strategic vision, ensuring service excellence