Head of Regional Customer Support Centre

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

Head of Regional Customer Support Centre (RCSC)

Are you ready to transform lives while pushing the boundaries of what's possible in healthcare?

A healthier future. It's what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love.

Purpose

Regional Customer Support Centre -(RCSC) within the Roche Business is about Enhancing Customer Experience.

Located in Burgess-Hill, this center supports, one of our nine pivotal hubs across Europe, the Middle East, Africa, and Latin America, plays a crucial role in shaping the perception of Roche's laboratory customers. As the primary contact point for troubleshooting and support, this center ensures that our customers receive expert, customised remote assistance that is both timely and effective.

By offering local language support to the Nordics and the UK, we provide a seamless and empathetic customer experience. This approach not only resolves issues efficiently but also builds trust and strengthens our relationships with our customers, ensuring they feel valued and supported at every touchpoint.

Moreover, our support center is integral in delivering comprehensive training for both staff and customers, improving their expertise and confidence in using our products. This continuous development cultivates a culture of excellence and innovation, driving long-term business growth and customer dedication.

The Opportunity

We are seeking a passionate and driven individual to join our team as the Head of Regional Customer Support Centre (RCSC). This office-based role is integral to our Technical Services Leadership Team (TSLT) and the regional RCSC Leadership Team. You will report to the Director of Technical Services with a dotted line into the region and lead a team of 8 direct reports and approximately 75 overall. Your primary responsibility is to ensure the delivery of exceptional customer support, expert support, and comprehensive training across the UK, Ireland, Nordics, and South Africa.

The Role of a Leader in the Burgess-Hill Hub

Leading the Burgess-Hill Support Center is an opportunity to make a profound impact. As the Hub Leader, you will guide a team of more than 70 highly skilled employees, each with a background in engineering, informatics, or biology, and years of field experience. Your leadership will be pivotal in encouraging a collaborative and motivated team environment, driving excellence in customer support, and ensuring the continuous professional growth of your team members and your supported markets.

By championing innovative solutions and maintaining high service standards, you will directly contribute to our customers' success, our business's growth, and patients' health globally.

Driving Regional Improvements:

Implement regional improvements in line with the E-L strategy. You will be responsible for team Development, by Coaching, lead, and develop your leaders and team team members according to company values, RCSC/TS goals, and customer expectations.

Operations Management: Monitor operations, budget, and continuity planning to ensure seamless service delivery. Best Practice Sharing: Proactively share best practices and value-added initiatives within the RCSC, local teams, and affiliates.

Collaboration and Leadership

• Stakeholder Relationships: Develop strong relationships to work effectively with stakeholders across the organization, ensuring long-term business and customer benefits. As well as managing relationships with Services, Sales and Marketing


• Team Coaching: Coach, train, and support Technical Service teams at all levels to achieve effective engagement and involvement.


• Improvement Plans: Collaborate with Technical Service leaders to execute prioritized improvement plans, develop effective matrix teams, and drive talent development.


• Leadership: Lead and coach your team to be the best they can be, utilizing appropriate and effective methodologies for projects and initiatives.


Operations Monitoring, Budget, and Continuity Planning

• Performance Monitoring: Control and monitor key performance indicators set by the company to achieve global reach and local goals.


• Continuity Planning: Establish a continuity plan to guarantee daily operations.


• Budget Control: Plan and control the budget according to agreed rules with the Regional Head of RCSC.


• Safety Regulations: Implement safety and occupational hazard prevention regulations to avoid accidents and health impairments.


Who you are

• Experience: Significant level of experience in people leadership and leading in a complex matrix enviroment customer support, technical services, or a related field.


• Educational Qualifications: Preferred educational qualifications include a relevant degree; equivalent qualifications will also be considered.


• Skills: Strong leadership, analytical, project management and problem-solving skills. Excellent teamwork and communication abilities.


• Attributes: A deep-rooted commitment to prioritizing patient care and outcomes, adaptability, and a proactive approach to learning and growth. Ability to simplify processes and focus on impactful results.


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.

Our UK Diagnostics business, headquartered in Burgess Hill, West Sussex, employs approximately 560 highly skilled individuals. We provide the industry's broadest range of diagnostics and monitoring products & services, spanning all sectors of the market: from small hand held devices used directly by patients or healthcare professionals, to large diagnostic instruments found in hospital laboratories.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Roche Products Ltd. At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. We recognise the importance of flexible working and will review all applicants' requests with care. At Roche difference is valued and we are proud to be an equal opportunity employer where you are encouraged to bring your whole self to work.


• Experience: Significant level of experience in people leadership and leading in a complex matrix enviroment customer support, technical services, or a related field.


• Educational Qualifications: Preferred educational qualifications include a relevant degree; equivalent qualifications will also be considered.


• Skills: Strong leadership, analytical, project management and problem-solving skills. Excellent teamwork and communication abilities.


• Attributes: A deep-rooted commitment to prioritizing patient care and outcomes, adaptability, and a proactive approach to learning and growth. Ability to simplify processes and focus on impactful results.
  
  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., 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.


Our UK Diagnostics business, headquartered in Burgess Hill, West Sussex, employs approximately 560 highly skilled individuals. We provide the industry's broadest range of diagnostics and monitoring products & services, spanning all sectors of the market: from small hand held devices used directly by patients or healthcare professionals, to large diagnostic instruments found in hospital laboratories.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Roche Products Ltd. At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. We recognise the importance of flexible working and will review all applicants' requests with care. At Roche difference is valued and we are proud to be an equal opportunity employer where you are encouraged to bring your whole self to aabh
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