Technical Service Manager

Job description

·  Job facts

Technical Service Manager

Position in the organization:

• Direct superior: Head of Service Slovenia, Croatia and Bosnia and Herzegovina

Key responsibilities:

·  Lead and develop the Technical and Application support team in the country of responsibility to ensure qualitative technical and application support of the customers’ needs and expectations
·  Local distribution of the service activities and responsibility within the team
·  Mentor or organize technical/application support to the team members
·  Keeping and monitoring of spare parts stock in collaboration with the logistics dept.
·  Providing motivational support of the team members
·  Regular communication with other departments in the country organization (esp. Sales team)
·  Building cross border, collaborative relationships and support within Adriatic
·  Establishing focus and fostering teamwork
·  At least 50% of working time should be dedicated to supporting customers as a technical/application expert

Tasks:

Weekly reporting and coordination with Head of ServiceLocal distribution of the technical/application service activities and responsibilities within the teamInstallation and support of Roche instruments at the customer’s side according to the business planDevelop and communicate goals in support of the business’ mission.Enhance team’s commitment to their work (Recognizing and rewarding people for their achievements)Develop, maintain, and strengthen partnerships with others inside or outside the organizationEffective solutions by taking a holistic, abstract, or theoretical perspective.Analyse the organization’s competitive position by considering the market and industry trends, existing and potential customers (internal and external), and strengths and weaknesses as compared to competitors.Technical Expertise: demonstrate a depth of knowledge and skill in a technical/application area.Execution of tasks in accordance with SOPs and company rules and legal provisions.Deep understanding and active usage of global Roche tools (REXIS, Aurora, Second Level Global Support)

Requirements, values and core competencies

·  Customer orientation
·  Teamwork and collaboration
·  Communication
·  Decision making
·  Achieving results
·  Technical & business expertise
·  Strategic agility
·  At least 2 years of work experience in the technical service department as a FSE
·  Demonstrates Roche values of Integrity, Courage, Passion
·  Roche Leadership commitments
·  Ability to lead and develop the service team.
·  Reliability and accuracy in the use and handling of business data and information.
·  Driver's license B category.

Roche is an equal opportunity employer.
Customer Support, Customer Support > Technical & Application Support

·  Who we are

At Roche, 98,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an equal opportunity employer.