Head of Service & Customer Support
F. Hoffmann-La Roche Ltd
Romania - Field,,Romania,
20 zile în urmă

We're looking for the Head of Service and Customers support to join Roche Diagnostics. He / she will coordinate the activity of the Service and Customer Support department, cooperates with other departments of the company in order to fulfill company and department objectives.

Is responsible for guaranteeing the service level provided to customers in preventive maintenance, and in the emergency support.


  • Coordinates and contributes to development of customer support and service strategy.
  • Directs the establishment and implementation of vision and strategies for the service function.
  • Operational

  • Coordinates the activity of the Service & Customer Support department
  • Ensures appropriate documentation, service methodology, product design and service plans are in place for the company’s product offerings.
  • Ensures customer service issues are resolved.

  • Actively contributes to Business plan building by providing data on resources needed and available from service perspective
  • Analyses processes and applies necessary improvements to gain efficiency in his area of responsibility
  • Manages spare parts stocks
  • Promote a team approach for the sales objectives, identifying together with the marketing team the best ways to secure customer loyalty;
  • Ensures the training of subordinated persons and the creation of a work style in line with Roche standards, objectives and policies.
  • Establishes and develop a relationship with the customers that enhances the reputation and professionalism of Roche Diagnostics
  • People management and communication

  • Develops and motivates direct reporting employees for achieving higher productivity; provide clarity, promotes effectiveness, require accountability.
  • Reviews the total performance of direct reporting employees through a regular appraisal procedure and stimulates their individual development and motivation
  • Implements improvements of business value, by initiating and / or identifying innovative opportunities for continuous enhancement and / or increasing the competitive advantage of the business
  • Education

  • Electrical / Mechanical Engineering; Biomedical Technology or equivalent in respective qualification, education, post-
  • graduate management, preferable a Master Degree or higher grade in Engineering / Economics / Marketing / Management.

  • English advanced level, MS office
  • IT advanced skills
  • Experience

  • Minimum 5 years in diagnostics / medical equipment industry.
  • Minimum 2 years in managerial position, in service activities.
  • Roche is an equal opportunity employer.

    Customer Support, Customer Support >

    Technical & Application Support

  • At Roche, 94,000 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.

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