Global Business Process Manager Field Service

Switzerland, Zug, Rotkreuz

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Roche Diagnostics has more than 4’000 field service engineers globally who are crucial to the success of the division. The Global Business Process Management Team within Global Customer Support (GCS) is responsible to improve, harmonize and automate services processes worldwide. The main platform to automate and support those processes is our CRM solution based on salesforce.com. 

As Global Business Process Manager for Field Service you are a) responsible to analyze, review, harmonize and improve field service processes and b) you act as business product owner for the CRM solution related to field service. For all activities you will work very closely with your regional counterparts as well as with IT teams and external partners. Further, you will closely collaborate with your team members responsible for customer support centers, digital customer-facing tools, IoT solutions as well as change management, training and communication. Until early 2022 you will be involved in driving the implementation of a new field service solution (based on ServiceMax) to all 60+ affiliates globally. Your strong leadership, communication and stakeholder management skills will be key for success.

You will mainly work on:

  • Support the process and design stream of the implementation project for the new field service solution (based on ServiceMax) until early 2022. The project reviews field service processes globally and harmonizes them as well as delivers a new digital solution for 4’000+ field service employees, dispatchers and back office employees.

  • Define the global strategy for field service and implement it, anticipate trends and how they can be successfully integrated to the field solution 

  • As product owner for field service you will constantly improve the business processes and lead the development of according tools, focusing on user satisfaction and efficiency improvements to ultimately provide better service to our customers.

  • Work closely together with the regions, key affiliates, DIA IT and process management teams as well as the new field service solution program team to ensure a successful implementation.

  • Manage stakeholders on all levels and across the organization to further improve field service processes and deliver innovative solutions.

  • Work closely with the customer experience team to ensure that customer-facing digital solutions fit according to the field service processes.

Who are you?

  • Excellent leadership skills, especially leading in a global matrix organization

  • Experienced in leading global projects and according teams at the interface of business and IT/digital

  • Analytical and result-oriented individual with good communication and stakeholder management skills, very strong team player and used to work in a highly collaborative environment

  • Excellent project management and organizational skills as well as a structured approach to work

  • Very strong business acumen, highly customer-oriented

  • Experience within service business, especially field service, and a good understanding of IVD product portfolio and IVD customers is an advantage

  • Experience with salesforce.com preferred

  • Masters degree in management, economics, IT or engineering

  • Fluent in English (written and spoken), any other language is a plus (e.g. German, Spanish)

  • Ability to travel 30% or more globally

Roche is an equal opportunity employer.

Information Technology, Information Technology > IT Business Process Management, Consulting and Support