At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
Role Purpose
As the Lab IT & Workflow Solutions Lead, you will be responsible to provide daily leadership, training, and coaching of the Lab IT & Workflow Solutions Partner who assist Roche customers in troubleshooting WFIT and Digital Solutions products connected to instruments provided by Roche Diagnostics. Oversees staff activities including the analysis of problems with WFIT and Digital Solutions products covering several business areas to identify problem area(s) and recommendation of corrective action. Manages customer relationships. Participates on product launch teams to ensure serviceability.
In this position, you will be in a key role to help shape and enable the RDMY strategy, and contribute to the overall Roche Diagnostics vision.
You demonstrate personal purpose around improving the healthcare ecosystem thinking from an enterprise level, beyond boundaries and borders, to bring the best possible outcomes to
the health environment; creating better health outcomes for more patients faster, and by bringing a strong entrepreneurial mentality with outstanding partnering capabilities.
In this role, you will
● Liaises between various stakeholder groups on local, regional and global level as required and customers to identify opportunities for complaint resolution.
● Analyses operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
● Oversees escalation management, troubleshooting resolution.
● Proactively drives for continuous improvement and simplification of processes across the WFIT and Digital Solutions support spectrum. Implements tactical IT support activities.
● Ensures the availability of resources for training, new product launches and knowledge management.
● Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
● Well documented all customers’ touchpoints in the CRM system correctly in a timely manner.
● Support predictive maintenance via record cases into CRM for root cause analysis.
● Provides input for Quality System requirements for Technical Support Staff policies and procedures. Drives team compliance in all aspects of timely and accurate case handling, documentation, escalation, PRI/PSI identification, and closure. Responsible for individual and team compliance in completing assigned training.
● Leads initiatives and projects for process and efficiency improvement. Collaborates internally and with other business units to achieve customer satisfaction.
● Acts as a Leadership representative and ensures communication/alignment with stakeholders on key issues/initiatives/directives. Fosters partnership with business unit stakeholders (i.e. communicates trending, information and strategy); collaborates with peers on issues.
● Drives continuous improvement within assigned areas of responsibility and across assigned teams.
● Develops and maintains close business contacts with key internal and external leaders, influencers and decision-makers and ensures strong stakeholder management across the team, including strong partnerships with field support and commercial leadership.
Any other tasks or projects as assigned from time to time.
Who you are
You are someone who are/have:
● Strong analytical, communication, interpersonal and problem solving skills along with
the ability to negotiate and move the issue to closure
● Detail oriented, meticulous, responsive to deadlines and able to multitask
● Excellent influencing, networking and presentation skills
● Entrepreneurial mindset and strong business acumen together with the ability to manage ambiguity and drive for results
● Team player demonstrated by the ability to receive and provide feedback
professionally thrive and collaborate in a cross-functional environment
● Adaptability, conflict resolution, creative thinking – willingness to respond to
challenges with an open mindset, turn obstacles into opportunities and the flexibility of looking at the same problems differently to find innovative ways to solve them
● Good knowledge and understanding of analytics techniques
Qualification and Experience
● Bachelor’s degree in Information Technology or other appropriate discipline
● 5 years of progressive experience, with prior experience in a Technical Product Support role
● Minimum of 2 years of leadership experience
● Prior experience developing, delivering, and assessing training programs
● Excellent communication, organization and customer service skills
● Preferable with medical laboratory experience
● Preferable to have IT/Middleware/LIS Experience
● Preferable to have knowledge of all Roche products with in the business area, and specialized knowledge in a particular product area
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.