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Job Details

Head of Regional Customer Support Centre

Company: Roche
Location: Burgess Hill
Reference: 201901-100620
Closing Date: 17 Feb 19
Type: Full Time
Salary (£): Competitive
Benefits:

Job Summary:

Head of Regional Customer Support Centre (United Kingdom Hub) - Workday Job Advertisement We have an exciting opportunity for an experienced people leader with a healthcare background to lead our Regional Customer Support Centre serving customers in United Kingdom, Ireland, the Nordics, South Africa and our Management Centre European Agents (Cyprus, Israel, Malta and Iceland). ...

Requirements:

Head of Regional Customer Support Centre (United Kingdom Hub) - Workday Job Advertisement

We have an exciting opportunity for an experienced people leader with a healthcare background to lead our Regional Customer Support Centre serving customers in United Kingdom, Ireland, the Nordics, South Africa and our Management Centre European Agents (Cyprus, Israel, Malta and Iceland).  You will be a senior leader; leading the teams that includes engineer/hardware specialists; application specialists and administrative support as part of the Technical Services directorate in the United Kingdom & Ireland organisation and the EMEA-LATAM region.  At Roche Diagnostics we believe it's urgent to deliver medical solutions right now and develop innovations for the future. We are passionate about transforming patients' lives as a world leader in Healthcare & Diagnostics solutions. 70% of all medical decisions are based upon the results of an IVD (In Vitro Diagnostic) with the rise of precision medicine the role and importance of diagnostics is set to become even more important.

The role:

As Head of Regional Customer Support Centre you will report to the Director of Technical Services in the UK & Ireland with a dotted reporting line to the Regional Head of the Customer Support Centre hubs.  You will be responsible for the successful delivery of our customer support centre service which results in a customer experience beyond expectation.

Your primary focus will be leading the teams with responsibility for our phone support, customer training and MLS third parties.  You will be a member of the Technical Services Leadership Team in the affiliate and the Regional Customer Support Centre Leadership Team for EMEA-LATAM. 

You will mainly focus on:

  • Leading the office based engineering and application teams across Centralised Solutions; Molecular Diagnostics; Tissues Diagnostics and Point of Care
  • Be accountable for the adherence to compliance and safety standards for our products
  • Perform role and associated service activities professionally and in line with company expectations, taking ownership at all times on the service offering that Roche provides to its customer(s), and align outcomes with appropriate and relevant customer measures
  • Adopt, develop, and implement policies, procedures and templates to establish a consistent approach
  • Develop close working relationships with our field based service teams and wider commercial teams to ensure our customer stays at the heart of what we do


Who you are:
  • Degree educated or equivalent in a engineering, scientific or related field, you will have a successful and considerable proven track record in leading people, preferably acquired in the healthcare industry. 
  • To be considered for this role, you will need to evidence your success in service delivery; a proven track record of developing strong relationships with key stakeholders to the highest decision making level leading to successful business outcomes. A strategic thinker with an entrepreneurial spirit and the ability to prioritise and deliver, you can drive change and adoption of new concepts.
  • With confidence and passion, you will have excellent written and verbal communication skills, and be able to communicate with maximum impact. 
  • Resilient, tenacious, you strive under pressure, working effectively as part of a close-knit team in a fast-paced, time-sensitive environment with shifting priorities and multiple deadlines. With strong analytical skills, you are at ease working with technical and scientific information.
  • This position offers exposure to wider Roche organisation at all levels and therefore you must have the qualities to make a positive, professional impact in a matrix environment and win the hearts and minds internally.


In return, Roche Diagnostics offers a competitive remuneration package including flexible benefits, contributory pension scheme.  If you would like to work for a global, market leading company where success and performance is recognised and rewarded; who prides itself on having a strong commitment to learning and development; and who believes its employees and innovation are integral to success, apply now.

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

Apply for this job: Head of Regional Customer Support Centre

Contact Information:

Address:  UK Head Office
P.O. Box 8, Welwyn Garden City, Hertfordshire, United Kingdom
AL7 3AY
England
Tel:  +44 1707 36 6000
Fax:  +44 1707 33 8297
Website:  Visit Our Web Site

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