PACE Technical Supervisor

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The Position

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.

This is a field based role - we prefer candidate to live within 50 miles of a major metropolitan airport.

The Opportunity:

The Planned Activity Center of Excellence (PACE) is a newly formed group within the Roche Support Network, responsible for executing proactive services to ensure compliance with on time proactive service delivery and to drive improvements in uptime and customer satisfaction through the completion of thorough preventative maintenance and modifications (among others) reducing the frequency of repair visits.  The PACE Technical Supervisor will be responsible for leading a team of Field Support Technicians who accomplish this task. You will provide support in day to day escalations, direction of service delivery, technical support and liaising with the centralized scheduling team. 

Job Facts:

• Technical Expertise:

  • Serve as a high-level resource to resolve complex problems and technical issues.

  • Provide expert technical support for assigned products in a specific geographic area.

  • Act as the field subject matter expert for routine engineering preventative maintenance and modification support and consultation.

  • Manage mentoring of field PACE engineering staff.

• Team Leadership:

  • Lead a team of resources, managed by external vendor, and develop processes for executing on time and complete execution of proactive services

  • Coach team members to enhance business acumen, strategic thinking, and collaboration skills.

  • Foster a culture of accountability, inclusion, and continuous improvement.

  • In partnership with external vendor(s)- Recognize, acquire, and retain high-performing team members.

• Project Management:

  • Collaborate with central scheduling to plan, execute, and drive continuous improvement of PACE implementation.

  • Lead strategic organizational initiatives driving continuous improvement of PACE processes.

  • Collaborate to plan, execute, and adjust staffing models based on forecasting and volumes.

• Cross-functional Collaboration:

  • Build and maintain strong relationships with internal and external stakeholders, including Field Support, Training and Development, Customers, Sales, and external staffing vendor(s).

  • Ensure team adherence to Roche Quality System.

  • Provide feedback to influence future solutions for a dynamic market.

• Skills:

  • Strong analytical and problem-solving skills.

  • Effective planning, organization, and time management abilities.

  • Demonstrated ability to coach and train individuals performing technical tasks. 

  • Advanced knowledge of electronics, electro-mechanical systems, and basic chemistry.

  • Proactive learner with a commitment to personal and team development.

Who are you:

• Bachelor’s degree in Business, Marketing, Technology Management, Project Management, or related field preferred

• 2 years’ demonstrated leadership experience or equivalent

Preferred Qualifications:

• 3+ years of progressively responsible experience repairing or servicing complex mechanical/system hardware and software (ideally Roche Clinical Chemistry systems).

• Previous management or supervisory experience with a proven record of leading and mentoring a team. 

• Experience with Quality/Regulatory or equivalent regulated industry.

• Demonstrated ability to lead with creative attitude, high s