Team Lead Complaint Handling (m/f)

Germany, Berlin, Berlin


Roche Diagnostics IT Solutions, is one of the leading providers for laboratory information systems (LIS) in Europe. As such we develop our innovative and complex software directly here in Berlin and implement it for clients all over Europe. The department “Case Monitoring and Resolution” is a Centre of Excellence for the resolution of global product issues of the software and monitors effective resolution of global and local cases ensuring optimal levels of customer satisfaction and regulatory compliance. You will join our team as a Team Lead and Senior engineer. You will cover the following key responsibilities:

  • You lead a functional team of complaint handling IT specialists responsible for the 2nd level support including end to end resolution of complaints and inquiries concerning the software for a defined product line
  • You assume full accountability for the management of individual cases (Inquiries, Complaints, PRI/PSIs) in the area assigned according to regulatory and ISO Quality system requirements and needs of the Country Organizations in a timely manner
  • You execute the tactical plan in alignment with the strategical vision to meet compliance and efficiency objectives within the team
  • You perform correct processing and documentation for individual cases in the area assigned
  • You implement harmonized Case Resolution processes and procedures within the team in accordance with the overall agreed upon processes
  • You implement process improvements of case handling and communication that will enhance the efficiency, productivity and leads to a timely case resolution
  • You are responsible for the initiation and monitoring of the implementation of technical product modifications and developments resulting from cases, influencing the future of our software in the field
  • You set functional goals aligned to those defined by the department and the assigned Business Area (BA)
  • You develop people and foster an open and transparent culture
  • You are responsible for the compliance of the Complaint Handling team with regulatory and ISO quality system requirements
  • You develop and drive a work culture committed to customer focus, compliance and continuous improvement