Global Customer Support Manager - Sequencing Solutions

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The Position

Global Customer Support Manager - Sequencing Solutions - Santa Clara, CA

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.

The Opportunity:

We are seeking a Global Customer Support Manager to lead support, training and documentation activities for our Sequencing Solutions. In this role, you will direct training and support activities, oversee a team providing second-level support, and develop end-user documentation in a fast-paced environment. As a technical leader, you will collaborate with global and local team leaders to shape the Global Customer Support (GCS) strategy for Roche Molecular Labs and influence decisions that impact product care and launch activities, ensuring customer satisfaction and product success.

Key Roles & Responsibilities:

• Lead and Manage Team: Oversee a specialized team delivering global support and training certification for high-tech products, ensuring excellence in service and user documentation.
• Performance Monitoring: Analyze team performance and GCS charter, providing regular reports on key performance indicators (KPIs) to drive accountability and improvement.
• Strategic Solutions : Drive the divisional strategic solutions approach, participating in cross-functional initiatives to enhance business performance across Roche's instrument and reagent portfolio.
• Network Development: Foster strong relationships with functional groups globally to achieve support objectives, promoting effective collaboration and knowledge sharing.
• Strategic Support: Collaborate with the Director of GCS Mol Labs to develop strategies for project launches, on-market support, and comprehensive training and documentation initiatives.
• Staff Recruitment and Development: Recruit, evaluate, and manage GCS staff performance, ensuring alignment with objectives and fostering a culture of continuous improvement through coaching and mentoring.
• Budget Management: Oversee the GCS budget, including discretionary travel costs, while ensuring compliance across Lifecycle teams and maintaining financial balance throughout the year.

Who you are:

• Bachelor's degree in Molecular Biology, Biochemistry, Clinical Laboratory Science, or a related field, or equivalent technical experience.
• 7 years of management experience, with at least 5 of those years in a leadership role. Up to 2 years of project/program management experience may be considered.

Preferred Qualifications:

• Master's/Phd preferred.
• Knowledge of Hardware/Assay Lifecycle Management: Principles and theories in chemistry, biochemistry, molecular biology, engineering and instrument functionality
• Knowledge of Next Generation Sequencing Workflows, Applications, Instrumentation and software.
• Knowledge in support and training management, curriculum development, and technical writing.
• Strong analytical thinking, planning, organizing, problem-solving, and decision-making abilities.
• Excellent verbal and written communication skills, with effective listening.
• Ability to understand Roche GCS priorities, meet deadlines, and manage multiple priorities effectively.
• Proficient in conflict management, facilitating discussions, and giving/receiving feedback, with strong presentation skills for diverse audiences.

Relocation benefits are not available for this job posting.

The expected salary range for this position based on the primary location of Santa Clara, CA is $140,300-$260,500. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. This position is eligible to earn incentive compensation that is calculated and paid in accordance with the applicable Incentive Compensation Plan for the role. This position also qualifies for the benefits detailed at the link provided below.

Benefits

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 and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

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 .

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.