Customer Support Center, Team Manager - Core Lab

Company: Disability Solutions
Location: Indianapolis
Posted on: November 1, 2024

Job Description:

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.The PositionCustomer Support Center, Team Manager - Core LabA 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 improvementIdeal 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 experiencePreferred 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 postingThe expected salary range for this position based on the primary location of Indiana is $80,600.00-$149,600.00. 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. Who we areAt 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.As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions, such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives. 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 .

Keywords: Disability Solutions, Noblesville , Customer Support Center, Team Manager - Core Lab, Healthcare , Indianapolis, Indiana