Leader of Knowledge Management Solution, Global Customer Support

Switzerland, Zug, Rotkreuz
Germany, Bavaria, Penzberg

de fr es ru tr it pt zh ja

For our Global Customer Support (GCS) Knowledge and Learning Solutions (KLS) department we are looking for a Leader of Knowledge Management Solution for the Roche Diagnostics product portfolio.

Global Customer Support is the global organization responsible for technical services in the Roche Diagnostics Division. More than 500 co-workers at various locations around the world provide support, training and information to local and regional service & support representatives.

In this very versatile position, you are reporting directly to the Head of GCS Knowledge & Learning Solutions, the role is responsible to lead the project for creation and implementation and the respective team for the GCS KLS Knowledge Management solution, Roche Diagnostics Knowledge (RDK). RDK is available in a first release version.

You are accountable for the cooperation and alignment on processes and tools for the RDK Solution between the KLS teams, with the GCS Business Area’s (BA) teams and the Roche Diagnostic Service Organization. This includes the accountability for the full delivery and implementation of RDK in full alignment with responsible colleagues leading connected projects. You will develop, implement and continuously improve the strategy for the RDK concept (as part of the Diagnostic Global Support Strategy) for the Diagnostic Support Organizations in Global, Region and Countries as well as for customers.

Main responsibilities are as follows:

  • Ensures the implementation of the Global Support Strategy in the RDK Solutions 

  • Develops, drives a Knowledge Management (KM) solution strategy and aligns it across the Diagnostic (DIA) Service & Support Organizations

  • Accountable for the full delivery (platform, processes and content transfer from legacy tools) and the implementation of RDK across Roche Diagnostics Service organizations

  • KM Solutions, tools & processes, are created and further developed with an innovation / state of the art mindset to meet user- and customer expectations and the business case in its
    -  top line by a successful service launch and its impact on a successful commercialization
    -  bottom line by cost management and efficient knowledge management

  • Team and Talent development

  • Budget responsibility for GCS KLS RDK.

  • Ensuring GCS BA key stakeholders are up to date on delivery and reporting



  • Master’s degree in a Science or Engineering discipline, MBA desired

  • Demonstration of Roche Leadership Commitments and Roche beliefs

  • Extensive leadership experience in a local, regional and/or global matrix organization, leading leaders would be beneficial

  • Developing and leading in an open and transparent culture - dedicated to Customer focus, compliance and continuous improvement

  • >5 years’ experience in Training (Field and/or Support Centre, Marketing, Sales or related business experience)

  • Deep Understanding of Diagnostics Market, Products and related regulatory requirements

  • Strong communication skills

  • Successful leading in a VUCA environment with knowledge about change management 

  • Global Cultural awareness

  • Fluently in English, additional languages beneficial

  • International travel is required to perform the job effectively (> 30%)