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