Regional Support Manager - Mountain West

Roche; Salt Lake City (UT); On-site; USD 124,000 - 231,000; Full time

Benefits offered by this job

Relocation benefits

Discretionary annual bonus

Job summary

Roche is seeking a Regional Support Manager to lead field service resources across Utah and Colorado. You will oversee installation, maintenance, and training at customer sites within Core Lab, driving customer satisfaction and business growth.

The role requires 3 years in clinical/diagnostics and 1 year in leadership, with relocation benefits available and up to 50% travel. Colorado/Utah residency or relocation within 50 miles of Salt Lake City or Denver is expected.

Qualifications

• Bachelor’s degree in Medical Technology, IT, CS, Chemistry, Biology or Clinical Laboratory, or equivalent combination.
• 3 years of experience in a clinical laboratory, health environment or diagnostics industry.
• 1 year of previous management or supervisory experience, or demonstrated leadership skills.
• Experience with Roche Support Network and ability to learn Roche product lines, equipment, products and systems.
• Excellent written and verbal communication and customer service skills.

Responsibilities

• Lead team in technical installation and maintenance support for customers; manage staff and align with financial goals.
• Direct the technical support for customers through field engineers and technicians; diagnose, troubleshoot, and repair products.
• Supervise customer responses when standard procedures do not fix issues in non-functioning products.
• Lead process improvement initiatives and maintain quality systems and objectives.
• Assist the Director or senior leadership in overall field operations.
• Establish and manage department budget and resources.
• Select, develop, and evaluate employees including hiring, training, performance management, and progressive discipline.

Skills

Leadership

Customer service

Communication

Problem solving

Education

Bachelor’s degree in Medical Technology, Information Technology, Computer Science, Chemistry, Biology or Clinical Laboratory

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

Regional Support Manager - Mountain West

This is an exciting time to join the Roche Support Network. If you are passionate about problem-solving, developing people, and delivering exceptional customer support, this may be the opportunity for you. As a research-focused healthcare company, Roche develops innovative diagnostics and therapeutic solutions that deliver meaningful benefits to patients and healthcare professionals worldwide.

At Roche, we are committed to creating a work environment where employees feel valued, respected, and empowered, and where development opportunities support long‑term career growth.

The Opportunity:

This Regional Support Manager position in the Roche Service Network (RSN) supports Colorado and Utah. This position will directly manage field service resources who install/implement/evaluate our diagnostic instruments and provide customer training at customer sites within our critical Core Lab business, which includes a significant number of critical, key accounts. This position serves to maintain and grow the business, achieve financial goals, and ensure customer satisfaction.

Key Roles & Responsibilities

• Lead team in the delivery of technical installation and maintenance support for existing, new, and potential customers; contribute and achieve results through the management of professional and support staff; manage the team to maintain and grow business and to achieve financial goals and group objectives
• Direct the technical support for customers through a team of field engineers, technicians, and/or application specialists, diagnosing, troubleshooting, and repairing products and/or related components in the field; direct and implement tactical plans
• Supervise customer responses where standard procedures have failed to isolate or fix problems in non‑functioning products or related components
• Lead process improvement initiatives; maintain and continuously improve the quality system and achieving quality objectives through daily actions
• Assist the Director or senior leadership in overall operations in the field
• Establish and manage the department’s budget and all assigned resources
• Select, develop, and evaluate employees to ensure the efficient operation of the function; these activities include hiring, training, performance management, and progressive disciplinary actions

Territory: The territory includes Utah and Colorado. Candidates must reside or be willing to relocate within 50 miles of Salt Lake City or Denver. This is a field‑based role requiring up to 50% travel, including overnight travel.

Who You Are:

• Bachelor’s degree in Medical Technology, Information Technology, Computer Science, Chemistry, Biology or Clinical Laboratory, or equivalent combination of education and experience
• 3 years of experience in a clinical laboratory, health environment or diagnostics industry
• 1 year of previous management or supervisory experience, or demonstrated leadership skills

Preferred Qualifications

• Experience working in or with the Roche Support Network
• Ability to learn Roche product lines, equipment, products and/or systems
• Effective written/verbal communication skills
• Effective customer service skills, which includes a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships
• Effective leadership, motivational, time management skills

Relocation benefits are available for this position.

The expected salary range for this position, based on the primary location of Colorado, is 124,400.00 - 231,000.00 USD Annual. Actual pay will be determined based on experience, qualifications, geographic location, and other job‑related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

This position also qualifies for the benefits detailed at the link provided below.

Benefits

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. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company’s policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.