Applications Manager- In Vitro Diagnostic

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The Position

Applications System Manager is a role that Reports directly to the Customer Support Director works under basic supervision, follows the strategic guidelines of Global Customer Support and CA&C Customer Support Department, and complies with Roche's internal policies and guidelines. Performance evaluation based on the achievement of the yearly qualitative and quantitative goals, under the OKR´s concept
 
The Opportunity:
 

Business:
• Promote to the local service organization the CA&C Service Strategy in order to incorporate the global experience and best practices in our local processes.
• Analyze service reports together with the Customer Support Director regarding corrective and proactive actions, trends, customer complaints, and training needs.
• Ensure that free-of-charge items in your country/cluster are within the expected indicators and that quality controls are carried out. Promote best practices for consumables management.
• Develop and implement the corresponding action plan for a published SBN, QN, and SN due to a mandatory or recommended action.
• Responsibilities also include handling service contracts.
 

Internal and External Customers:
• Ensures all field service projects are completed within budget/deadline to meet customers' needs.
• Assure completion of complaint management process according to corporate quality and time standards until case closure.
• Increase the level of customer satisfaction through timely implementation and monitoring of the processes that allow continuous improvement and service strengthening, in order to exceed their expectations.
• Provide timely support to other business units, encouraging the team, to support and comply with established processes.
 

People:
• Create and Encourage a Development Culture within our affiliate by positioning different types of development, seeking and promoting these options for employees.
• Manage the talent of colleagues, promoting their overall development by strengthening their skills and the creation of knowledge, which will translate into success for the whole team
• Elaborate and Execute “Development Plans” and “Technical Training Plans” for the Field staff in concordance with countries platforms, resources availability, and department workload.

Who you are:

•University degree in Biochemistry, Microbiology, or Business Administration or similar/equivalent competence developed to experience.

•Experience in people management, and Project Management within the Healthcare Industry (In Vitro Diag)

•Fluent in English and Spanish.

•Solid IT skills as the end user.

•Availability to travel regularly (locally or overseas).

•Agile Methodologies Knowledge

Competencies in scope:

• Self-managed, Empathy, Communication, Adaptability

• Oriented to customer satisfaction and results

• Ability to build and maintain sustainable customer relationships either during projects/solutions development or in a regular business context

• Sense of urgency to build a deep understanding of customers' needs across the affiliate and drive consequent flow adaptations to serve common goals better

• Team worker, high performance under pressure and basic supervision

• Cross-functional working capacity

• Effective conflict management

• Organized, proactive, dynamic, with personal initiative

• Problem-solving capabilities

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.

Roche is an Equal Opportunity Employer.