Customer Project Manager

Belgium, Flemish Brabant, Vilvoorde

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As part of the Customer Support Department of Roche Diagnostics Belgium (RDB), the Customer Project Manager helps the organisation to ensure efficient and qualitative service support to our customers. He/she reports to the Customer Care Manager, with a high degree of cross-departmental collaboration.
He/she delivers qualitative project planning: plans, monitors and manages customer projects from planning to implementation and go-live follow-up, coordinates with other functions to secure required resources, advises on formal processes and tools the capacity estimation, special budget requirement, risks and changes. 
He/she manages projects to ensure on-time completion according to specifications and within budgeted costs. He/she manages either simple or more complex installation projects that may require multiple phases distributed over several weeks or months of follow-up. Typically, the employees matched to this function work towards or have achieved certification in project management.
He/she must also ensure that the visibility on project planning is available to all stakeholders within the organisation, requiring a high level of coordination and communication skills, tailored to the target audience(s).
Your specific tasks include :

  • As a Project Manager, you are a business continuity role model and reference point, ensuring that our customers' demands are met in a timely and efficient manner and within the terms negotiated in customer agreements (following a tender or private negotiation) 

  • You provide expertise and handle complex projects while coaching and involving other colleagues in the lead of smaller projects

  • You coordinate the planning and follow-up of projects within the entire Diagnostics Solutions portfolio, where the involvement of highly technical, application, IT and consultancy expertise is required

  • You continuously collaborate with the Central Planning team to identify and allocate the right expertise at the right time 

  • You support the business review exercises and continuously provide information on additional costs required in planned projects

  • You proactively and immediately escalate risks and potential delays that can have a direct financial impact on the organisation

  • You have a customer-facing function, where your ability to negotiate effectively with customers is an important asset to lead successful projects while respecting negotiated terms

Your specific skills include:

  • You are a project leader capable of handling stressful situations, and a variety of simultaneous topics, while maintaining integrity and self-control in order to maximise trust among internal and external stakeholders 

  • You empower your colleagues to unleash their potential and you recognise the efforts they make, especially when the impact is tangible within the project you lead

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

  • You are curious and have a background in a technical/laboratory environment

  • You have strong communication skills which you use to ensure effective collaboration across departments and transparency on ongoing projects toward management

  • You take accountability, are self-driven, and feel empowered to aim high

  • You understand that lean and continuous process improvement are crucial in driving efficiency in resources allocation and projects milestones achievement

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

  • You have a customer-centric approach and knowledge of the healthcare environment and the importance of placing the patient at the heart of everything that we do

Who you are:

  • You have an engineering, laboratory or technical degree - or the equivalent through experience

  • You have a leadership attitude and are capable of influencing and coordinating with multi-disciplinary functions across departments

  • You have the capacity to advise on and efficiently execute strategic proposals

  • You have experience in project management and have successfully brought impactful projects to fruition

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

  • You are a team player with a positive mindset and you are a trusted employee leading the organisation to impactful achievements

  • You have excellent communication skills, are a good negotiator and have a transparent approach towards both success and failure

  • You understand market dynamics

  • You are entrepreneurial, and both solutions/results-driven

  • Languages: French (fluent or mother tongue), Dutch and English (fluent)

  • Computer Literacy: MS Office, MS Project, Salesforce and Smartsheet are a plus

Roche is an equal opportunity employer.

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