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.
Based in Istanbul, Turkey, and reporting to the General Manager Türkiye and Head of MC Central Asia and Caucasia, you will be a key member of the Turkey Leadership Team. Beyond your area of responsibilities; you will be jointly accountable for the affiliate transformation, fostering an environment that promotes trust, transparency, and patient centricity that inspires and motivates teams to develop and adapt to a fast-changing market. The Head of Customer Support & Service implements the country's service & customer support strategies and provides strong guidance to them to establish and deliver stretching standards of service performance.
A natural leader and coach with a strong entrepreneurial and enterprise mindset who can architect an environment for growth and fast decision-making in a complex and volatile environment. You will thrive in a fast-paced high-performing organization where you support your direct team to reach desired targets and together with your peers enable the organization to reach the overarching goals.
What’s expected from you could be categorized as:
VACC Leadership
As a visionary, connect the enterprise vision to people within the affiliate
As an architect, formulate a strategy to reach our enterprise ambition and ensure affiliate architecture would be enabling factors to achieve those outcomes
As a catalyst, remove roadblocks, encourage smart-risking taking, experimentation, and rapid learning
As a coach, empower people to take business decisions
Accountabilities
Responsible for technical support for the Roche Diagnostics portfolio consisting of diagnostic systems, reagents, workflow & IT-solutions as well as supportive value-added services.
Guarantees customer satisfaction as well as the productivity of the service organization.
Builds a forward-looking service organization (e.g. remote service/CRM tools, etc.) and a strong internally aligned network to engage all functions around our customer service offering at the same time driving commercial excellence and actively exploiting opportunities related to digitalization.
Leads, oversees and guides technical support for customers through a team of field support management, field service engineers and/or application specialists diagnosing, troubleshooting, and repairing products and/or related components.
Develops and monitors the implementation of the affiliate Field Support vision, strategies, objectives, metrics, policies, procedures, tools and resources to guide field support execution, consistent standards and efficient field operations.
Oversees and incorporates outcomes of the pre-sale and/or post-sale support activities, including assessment of how company products meet customer needs and the preparation of product specifications for development and installation of bespoke solutions for customers.
Qualifications:
University degree or equivalent competency level
Identify and manage complexity through the ability to quickly understand and analyze facts and situations
Strong influencing skills
High ethical and integrity standards
Excellent communicator - able to speak with stakeholders and customers to explain technology and solutions;
Proven ability to take insights from customers and translate them into company strategy;
Fluency in written and spoken English
Experience:
Several years of experience in service management positions - preferably in the diagnostics/ medical device industry - and/or Commercial & Strategy functions;
Ideally, aware of Roche Diagnostics' product and service portfolio, the market and competitive situation;
3+ years Field Service experience in respective analytical systems (electronics, mechanical, electrical, measurement engineering, IT or application support);
3+ years experience in people management role, coaching and mentoring of team members
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.
Roche is an Equal Opportunity Employer.