Regional Support Manager Phoenix AZ

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

A healthier future is 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.

The 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 Roche Support Network is dedicated to providing exceptional support to customers. This Regional Support Manager position in the Roche Service Network (RSN) is located in the Indianapolis -Field, Phoenix, AZ, New Mexico region. This position will directly manage field service resources who install/implement/evaluate our diagnostic instruments and provide customer training at customer sites within our critical Core Lab business, which includes a significant number of critical, key accounts. This position serves to maintain and grow the business, achieve financial goals, and ensure customer satisfaction. As the Regional Support Manager, you will:

• Lead team in the delivery of technical installation and maintenance support for existing, new, and potential customers; contribute and achieve results through the management of professional and support staff; manage the team to maintain and grow business and to achieve financial goals and group objectives.

• Direct the technical support for customers through a team of field engineers, technicians, and/or application specialists, diagnosing, troubleshooting, and repairing products and/or related components in the field; direct and implement tactical plans.

• Supervise customer responses where standard procedures have failed to isolate or fix problems in non-functioning products or related component

• Lead process improvement initiatives; maintain and continuously improve the quality system, and achieve quality objectives through daily actions

• Assist the Director or senior leadership in overall operations in the field.

• Establish and manage the department's budget and all assigned resources

• Select, develop, and evaluate employees to ensure the efficient operation of the function; these activities include hiring, training, performance management, and progressive disciplinary actions

Who You Are:

• Bachelor’s degree in Medical Technology, Information Technology, Computer Science, Chemistry, Biology or Clinical Laboratory, or equivalent education and work

• 3 years of experience in clinical laboratory, health environment or diagnostics industry

• 1 year of previous management or supervisory experience, or demonstrated leadership skills

Preferred Requirements:

• Experience working in or with the Roche Support Network

• Ability to learn Roche product lines, equipment, products, and/or systems

• Effective written/verbal communication skills

• Effective customer service skills, which include a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships

• Effective leadership, motivational, and time management skills

Relocation benefits are available with this job posting.
Travel: Approximately 50%, including overnight travel

The expected salary range for this position based on the primary location of Indianapolis is $125,000 and $232,200. 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 benef