Customer Support Center, Team Manager - GenMark

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 Position

Customer Support Center, Team Manager - GenMark

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:

The primary function of this role is to serve as the leader for a team of remote Technical Support Specialists and Technical Support Consultants in the Customer Support Center (CSC).  This role spends greater than fifty percent of the time using clear communication to lead and develop their team of highly skilled remote support specialists.  They provide decision making assistance and provide guidance with business related questions as it pertains to remote support of customers using Roche Genmark products.  As a CSC leader you will spend the majority of your time as a Coach to increase your team member’s business acumen, strategic thinking and ability to collaborate through evolving their mindsets, knowledge and skills. 

This role will also be expected to unleash energy through the system by acting as a Catalyst for the CSC with courage to drive innovative change within CSC, RSN and Roche with positive partnerships.  They will do this by removing roadblocks, fostering connections, and connecting the organization’s vision to their own work.  In the CSC we strive to create an environment where team members can bring their authentic self to work and pursue the full range of their personal and professional aspirations. This role will consistently demonstrate success in establishing a high performing environment with an excellent reputation attracting the best talent, developing and inspiring them.

The CSC leader plays the primary role in this through leading the whole person, personally and professionally. As a CSC leader, 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

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