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The Position
The Opportunity:
The Technical Service Manager is a critical role who must have a strong purpose to enable and empower teams to thrive, to provide better outcomes to “To Improve lives by Pioneering Diagnostics and Shaping Effective Healthcare in Frontier Markets, consists of Myanmar, Bangladesh, Sri Lanka, Nepal, Bhutan, Cambodia and Laos—transforming the market Sub Region Emerging Frontier Markets.
As the Technical Service Manager, you think and act entrepreneurially, taking the whole system perspective; translate strategic thinking into rigorous and thoroughly developed business strategies to ensure that the organization will thrive in the near and long-term. You will be a part of the Frontier Markets Leadership Team and should role model VACC leadership and live the Leadership Team Purpose Statement. You are expected to work closely and collaboratively with other members of the LT to achieve Frontier Markets short, mid and long term strategy. Through this way of leading, it is important that you build high performing teams who are customer focused that exemplify an agile, creative and learning organization. You are responsible to lead the development and execution of Customer Service & Support strategies that foster customer experience and loyalty. You build and scale a high-performing team that integrates expertise across Service Engineers, Customer Call Center, Applications, and Workflow & IT implementation to enable Roche Success through Distinguished Post Sales Service & Support.
You ensure that customers receive top-tier service across all touchpoints, optimize customer satisfaction, and continuously improve processes to support customer success. You play a key role in advancing laboratory practices through innovative and forward-thinking Customer Service & Support strategies and operations. In addition, you will be expected to collaborate closely with Frontier Markets teams, external business partners, APAC & global teams when delivering and executing the above mentioned strategies.
As the Technical Service Manager, you are responsible for:
Technical Service & Support Strategy:
Model Design & Optimization of Service teams in Frontier Markets
Map the capability and capacity of the service team for the respective countries, design and establish and continuously build to optimize the service team efficiency.
Lead the creation and execution of Customer Service & Support strategies that align with Roche’s mission, with a focus on driving exceptional customer experience, fostering loyalty, and increasing customer retention.
Design and implement multi-channel support strategies to deliver seamless, high-quality customer service across phone, email, live chat, and other communication platforms.
Continuously improve Customer Service & Support operations to optimize service delivery, elevate the customer journey, and reduce friction in the support process.
Play a key role in advancing laboratory practices by ensuring Customer Service & Support is aligned with the latest industry trends and emerging technologies in laboratory services.
Integrate innovative, forward-thinking solutions into Customer Service & Support strategies to help customers transition to future-ready laboratory workflows, enhancing operational efficiency and service delivery.
Customer Experience & Satisfaction:
Collaborate closely with stakeholders, gaining a deep understanding of their needs and identifying shared purpose in order to create fruitful partnerships.
Represent Roche in engagement opportunities, collect, and compile insights, positions and feedback to inform our access and policies strategies.
Cooperate and coordinate with the regional team and cross-functional support team to ensure business partners & end customers solve issues on sites effectively.
Monitor and manage key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score (NPS), and first-contact resolution (FCR) to measure and enhance customer satisfaction.
Develop initiatives aimed at reducing customer pain points, resolving issues efficiently, and ensuring the customer experience is seamless, productive, and positive.
Lead efforts to build customer loyalty through fluid resourcing, proactive problem-solving, and ongoing customer engagement.
Team Development and Leadership:
Build competent and customer-centric teams through the development of functional expertise and future oriented capabilities to excel in the fast-evolving healthcare landscape.
Guide and coach the team to unlock the greatest potential of the individual and team to achieve as a High Performing Organization.
Foster a culture of collaboration, accountability, and continuous improvement, ensuring effective teamwork across departments to achieve organizational goals.
Proactively engage with global, regional, and local key stakeholders to influence with impact, including but not limited to Frontier Markets leaders, Regional Apac /Global, and networks.
Internal Synergy: Lead and influence cross-functional internal stakeholders to align resources and deliver a unified "One Roche" approach.
Serve as an active member of the Frontier Markets Leadership Team, role-modeling collective leadership to shape regional priorities and organizational development.
Leadership:
You will embrace the VACC model of leadership, build and provide effective leadership for the team in a manner that is consistent with the Roche Values and leadership capabilities. You will seek to inspire and lead the team to create transformative solutions that will ensure that Roche Diagnostics in Frontier Markets is recognized as being the best in the industry and extends our #1 ranking in the future. Promoting a culture of collaboration across affiliates, regional teams, and group functions is critical to success in this role.
Who you are:
You are a self-driven leader who wants to influence your own development.
You are externally focused with strong technical acumen and agility, ideally gained from a senior leadership position in an affiliate organisation, with a proven record of accomplishment of achieving results consistently and delivering successful initiatives.
You are forward looking, challenging the status quo and have experience in leading organisations through change and transformation.
You excel in working with local distributors /business partners and working in a highly volatile environment
As a proven leader, who can engage and develop teams, you constantly strive for personal and organisational growth.
You have strong verbal and written communication skills and are fluent in English.
You possess executive presence and know how to operate effectively at senior level.
You are living the Roche Leadership commitments and are passionate about building talent pipelines for the future.
Qualifications & Experiences:
Bachelor or Master Degree in Electronic, Mechanical Engineering or equivalent from a reputable University
At least 5 to 7 years of related experience in a similar industry
IT experience will be an added advantage
Marketing and business development experience will be a beneficial
Strong ability to work in a matrix and collaborative environment
Excellent team working skills required
Adaptable to changing environments
Who we are
A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.