Customer Care Manager

Belgium, Belgium

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The Customer Care Manager is part of the Roche Diagnostics Belgium (RDB) organisation, putting the company on the right path in the field of ensuring efficient and qualitative service support to our customers. He/she reports to the Customer Support Director, member of the Belgian affiliate leadership team. 

He/she is the leader of a multi-disciplinary team through which he/she guarantees an efficient management of the below activities:

  • planning and dispatching of the field force

  • project management of instruments installations

  • expertise technical level support and coordination

  • Remote service, digitalization and connectivity support

 

The specific tasks are among others

  • You are part of the Customer Support leadership team, responsible to co-create the future of the department

  • As a people leader, you engage with a team of 10 people following the Roche Leadership Commitments

    • You lead a team of expert project managers who are responsible for the coordination and planning of complex customer’s diagnostics instruments installations in laboratories

    • You lead the Central Planning team, responsible for the efficient distribution of the field force according to the urgent and non-urgent demands from our customers for any service activity in the portfolio

    • You lead a team of Technical Coordinators: these senior Field Service Engineers provide high level expertise support to the whole department and supervise, while coaching, other technicians on installations, connectivity or complex repairs

  • You actively support the implementation of digital solutions into the market, aiming to maximize the connectivity and remote service offering to our customers

  • You thrive in an environment of change and transformation and you are able to lead a team in times of uncertainty

The specific skills are among others

  • You are a strong leader capable of handling stressful situations, and diversity of topics at the same time, while maintaining integrity and self-control to maximize the trust effect on internal and external stakeholders 

  • You empower your team members to unleash their potential and you recognize the efforts made

  • You are an influential key advisor and ensure high visibility and transparency of the current plans involving your department while managing decisions with integrity and clarity

  • You are curious, have a  technical background and are inspired by innovation of services into the digital environment

  • You have strong communication skills to guarantee alignment among teams in the department

  • You ensure a strong collaboration with the other business departments through the Customer Project Managers in your team, to maintain an optimal coordination and efficient implementation of what is established in our customers agreements

  • You take accountability and are self-driven, you have a strong focus to ensure the key performances of the department are followed while respecting the workload balance of the field force

  • You guide your team to find the best solution in collaboration with your peers, striving for optimal Customer Satisfaction

  • Lean and continuous process improvement are part of your DNA, continuously challenging the status quo with the aim of bringing efficiency and employee/customer delightness

  • You escalate appropriately and in a timely manner to the Customer Support Director any potential risk that can lead to complaints or customer dissatisfaction towards our services

  • You are in strong contact with external and internal partners to maximize the level of customer support, ensuring a follow-up and customized approach with each complaint

  • You have a customer centric approach and know about the healthcare environment and the importance of the patients’ role

Roche Leadership Commitments

Firmly believes that each person at Roche deserves a great leader. Strives every day to lead by example, consistently demonstrating the values of Integrity, Courage and Passion. This means:

  • Takes a genuine interest in people.

  • Listens carefully, tells the truth, and explains “the why”.

  • Empowers and trusts people to make decisions.

  • Discovers and develops the potential in people.

  • Strives for excellence and extraordinary results.

  • Sets priorities and simplifies work.

  • Congratulates people for a job well done.

 

Who you are

  • You have a degree in engineering, marketing, or management science or equivalent through experience

  • You have a very strong leadership attitude and you are capable of managing multi-disciplinary functions in your team

  • You have the capacity to develop strategic proposals and translate them efficiently into execution

  • You have been exposed to innovation and managed in a successful way impactful initiatives; you speak from the experience

  • Project management skills, lean and Six Sigma certificates,  or In Vitro Diagnostics market experience are assets

  • Besides managing your own work you are capable of setting and managing your team priorities

  • You are a team player with a positive mind-set and you demonstrate excellent leadership and communication skills

  • You understand the market dynamics

  • You are entrepreneurial, result and solution driven

  • Languages: English, Dutch or French

Roche is an equal opportunity employer.

Customer Support, Customer Support > Technical & Application Support