Customer Support Manager

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 Customer Support Center, Team Manager - Core Lab 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. That’s what makes us Roche. Roche Support Network offers an exciting opportunity for individuals who are passionate about problem solving. As a research-focused healthcare company, Roche is dedicated to discovering, developing, and providing innovative diagnostics and therapeutic products. With a commitment to employee development and a work environment that values respect and empowerment, Roche offers exciting career prospects for those seeking to make a significant impact on patient care. The Opportunity: You'll lead a dynamic team of remote Technical Support Specialists and Consultants within the Customer Support Center (CSC), providing clear communication, strategic guidance, and support for decision-making. Your focus will be on developing a highly skilled team that delivers exceptional remote support for Roche core lab products. Acting as a Coach, you'll enhance team members' business acumen, strategic thinking, and collaboration by fostering growth in their mindsets, knowledge, and abilities. As a Catalyst for innovation, you will drive positive change by removing obstacles, building strong connections, and ensuring alignment between the organization's vision and daily operations. You'll contribute to creating an inclusive environment where team members feel empowered to bring their authentic selves to work while pursuing both personal and professional growth. Success in this role is demonstrated by cultivating a high-performance culture with a strong reputation that attracts, develops, and inspires top talent. As a Customer Support Center, Team Manager - Core Lab, you will: Recognize, recruit, and retain high-performing team members Empower people with accountability while building team culture Create an inclusive and welcoming environment by taking accountability for Diversity & Inclusion within their team by actively promoting and including in people discussions Clearly communicate expectations and evaluate performance Coach, Develop, Grow individual contributors and technical leaders Lead and contribute to key strategic organizational initiatives that drive continuous improvement Drive team performance to achieve key performance indicators Manage key operational and administrative functions Create value by serving as a key conduit between the Roche organization and our customers for complex problem resolution, strategic planning and business reviews Build and maintain strong relationships with high value local and global stakeholders including Field Support/Implementation Leadership, Marketing, Commercial Education, Sales, Post Market Quality, Commercial Supply/Fulfillment and Global Customer Support Build and maintain strong relationships with third party Solution Providers Ensure team’s adherence to Roche Quality System Approve product launch on cross functional committees to ensure Serviceability Provide value added feedback to influence future solutions for a dynamic market Collaborate with Workforce Management to plan, execute and adjust staffing models based on forecasting and volumes Translate Global and Local Vision into SMART goals that an empowered team can execute Seek out improvements to drive performance forward, mentor and support employees towards continuous improvement Ideal candidate to live within 50 miles of Indianapolis. Travel: 10-15% travel to Indianapolis expected for non-local individuals. Who You Are: Bachelor’s degree in science, technology, or related field or equivalent education and work experience 3 years of experience in laboratory, health environment, diagnostics industry, IT industry, or equivalent regulated industry experience 1 year of previous management or supervisory experience, or demonstrated leadership skills 4 years experience in Quality/Regulatory or equivalent regulated industry experience Preferred Qualifications: Donor screening or mass spectrometry instrumentation experience Experience working in customer support or within the Roche Support Network Experience with Roche product lines, equipment, products and/or systems Embrace and thrive in a fast-paced environment Proven ability to influence without authority, including strong stakeholder management Demonstrated proven breadth of experience in the following core competencies: Agility, Business & financial acumen, Communication, Creative mindset, Customer engagement, Customer insights, Leadership, Market analysis and Stakeholder influence. Relocation benefits are not available for this job posting The expected salary range for this position based on the primary location of Indiana is $78,800.00-$146,300.00. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below. Benefits 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. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws. If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants. We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world. We are Roche.