Cluster Service Manager- Roche Diagnostics

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.

The Position

The main responsibilities of Service Expert manager will be to provide an excellent customer experience for highly complex installations. To do this, you will need to build a strong relationship with the sales department and other support areas. It will be essential to lead your team to a more strategic and high-performance level, using the team& high technical knowledge to promote detailed data analysis that promotes proactive actions for our customers. Internally, you will help create training plans for field teams and develop the skills needed for the company & new challenges.

The Opportunity:
Team Leadership

o Lead, motivate, and develop a high-performing team of managers and employees.
o Provide coaching, support, and mentorship to ensure individual and teams success.
o Foster a collaborative and inclusive work environment that promotes innovation and continuous improvement.
o Foster a customer-centric culture that prioritizes empathy, responsiveness, and continuous improvement.

Strategy

o Build a strategy to support installations and new projects at our key customers.
o Develop comprehensive project plans that outline tasks, timelines, resources, and budgets.
o Define key performance indicators to measure the effectiveness project implementation and customer experience
o Monitor and analyze service metrics to drive continuous improvement.
o Data Analysis and proposed action plans to drive cost and service efficiencies
o Continuously assess and improve service processes to enhance efficiency and customer satisfaction.
o Resolve complex customer issues and escalations with professionalism and empathy.
o Lead the training strategy to staff team

Collaboration

o Work closely with sales, marketing, product, and operations teams to ensure cohesive service delivery and consistent messaging.
o Collaborate on the development and delivery of customer solutions, ensuring they meet client needs and expectations
o Collaborate with cross-functional teams to design and execute initiatives that enhance the end-to-end customer experience

Process Optimization/innovation

o Drive innovation by introducing new technologies, tools, and methodologies to enhance the customer experience, and improve serviceability
o Pilot and test new initiatives, gather feedback, and iterate based on insights to drive ongoing improvement
o Monitor key performance indicators (KPIs) and financial metrics to track projects progress and identify areas for improvement.
o Implement best practices and operational standards to optimize processes and maximize productivity

Who you are:

Strategic & Technical Leadership: Proven experience leading, mentoring, and scaling high-performance technical support or field service teams, ideally within the IVD (In Vitro Diagnostics) sector.

Complex Project Management: Demonstrated track record of leading complex installations and large-scale projects from inception to completion, managing timelines, resources, and budgets.

Data-Driven Decision Making: Strong analytical mindset with the ability to leverage complex data, establish clear KPIs, and translate metrics into proactive, cost-efficient action plans.

Cross-Functional Collaboration: Exceptional communication and stakeholder management skills, with a proven ability to build strong partnerships across Sales, Marketing, Operations, and global/local teams.

Customer-Centric Mindset: A passionate advocate for the end-to-end customer experience, possessing the empathy and professionalism required to resolve complex customer escalations.

Digital Innovation & Training: Familiarity with modern digital solutions and tools, alongside experience designing training frameworks to upskill field teams for future business challenges.

Advanced or fluent English is mandatory

Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Panama. If you are interested in additional locations where the role may be available, we will provide the relevant compensation details later in the hiring process.

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.