Customer Support Team Manager (d/f/m)

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

Who We Are

At Roche, we are passionate about transforming patients’ lives, and we are bold in both decision and action - we believe that good business means a better world. That is why we come to work every single day. We commit ourselves to scientific accuracy, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. Are you seeking a meaningful job? Then come aboard! Roche is strongly committed to a diverse and inclusive workplace. Therefore, we will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. We strive to build teams that represent a range of backgrounds, perspectives, and skills. Embracing diversity enables us to create an extraordinary place to work and to innovate for patients.

The Regional Customer Support Center (RCSC) is a high performance team based in different locations in the EMEA-LATAM region focused on providing an outstanding customer remote support experience when our customers are dealing with issues or inquiries. The RCSC is also delivering internal training and supporting the affiliates being a single point of contact for our customers and Roche employees matters that require an expert technical knowledge.

The Opportunity

The RCSC Meylan hub is looking for an experienced leader or project manager to join our Regional Customer Support team. As a Line Manager you will be leading a team of technical specialists providing customer support to the French-speaking customers in the EMEA-LATAM region. The specialists can also be involved in training activities or other activities related to customer service.

You will be responsible for achieving outstanding team performance, maximizing the customer satisfaction with our remote support activities by analysing the results, challenging how the support is provided and incorporating all new tools being released to improve the support. Another key responsibility will be to develop the team members in their current role and for their future. We are looking for a person able to develop collaborative and empowered teams maintaining a strong customer focus to positively impact the service delivered by Roche in the region. You will have experience within Diagnostics or Healthcare (ideally in Roche Diagnostics) and a desire to put the customer at the very heart of our business. The Line Manager will be reporting directly to the Head of RCSC Meylan. You will join a team who is passionate about creating an environment where empowered individuals can flourish and fulfil their potential.

What can you expect

1. To be responsible for the support provided to our customers and therefore deliver an important contribution to improving the service quality and customer experience.
2. To be in regular contact with our customers, to develop understanding on what matters for them or to get involved in complaint management.
3. To be responsible for all aspects of people management for the team (performance, development, recruitment).
4. To develop and oversee service improvements based on your process and performance monitoring and to deliver the adoption of new services and processes.
5. To work in a fast paced multi-cultural team environment, with shifting priorities and multiple deadlines.

Who you are

1. Fluent in French and with a good level in English.
2. You will have several years of experience in people leadership preferably in a customer support organization in Diagnostics and healthcare field.
3. You are motivated by coaching and staff development and have a track record of working in a high performing team.
4. Ability to work effectively under pressure, you distinguish yourself with excellent communicative and analytical skills combined with high customer focus, team orientation and self-initiative.
5. You have a strong track record of change management and continuous improvement of organisations and processes.
6. You will be working mostly from the Regional Customer Support Center located at Meylan and you will be required to occasionally travel in the EMEA-LATAM region.

Who we are

At Roche, more than 100,000 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.