Deskripsi Pekerjaan
Are you a visionary leader with a passion for excellence in service delivery? Roche is seeking a highly skilled Head of Service & Support to join our dynamic team in Santa Ana, Metro Manila. In this pivotal role, you will be responsible for spearheading our after-sales support strategy, ensuring that we continue to provide world-class service that aligns with Roche's commitment to innovation and healthcare excellence.
You will oversee the day-to-day operations of our service department, driving performance improvements, fostering a culture of customer-centricity, and mentoring a high-performing team. The ideal candidate will bridge the gap between technical expertise and operational strategy, ensuring our support frameworks are not only efficient but also deliver exceptional value to our clients and stakeholders across the region.
Join us at Roche, a global leader in diagnostics and pharmaceuticals, where your work will have a tangible impact on the lives of patients and the efficiency of our service ecosystem.
Tanggung Jawab
- Develop and execute comprehensive after-sales support strategies to enhance customer satisfaction and loyalty.
- Lead, mentor, and inspire a diverse team of service professionals to meet and exceed operational KPIs.
- Analyze service performance metrics to identify trends, bottlenecks, and opportunities for process optimization.
- Collaborate cross-functionally with Sales, Marketing, and Technical Engineering departments to ensure a seamless service experience.
- Oversee departmental budget planning, resource allocation, and workforce management.
- Maintain compliance with all internal quality standards and local regulatory requirements.
- Drive continuous improvement initiatives to streamline workflows and integrate new support technologies.
Kualifikasi
- Bachelor’s degree in Business Administration, Engineering, Healthcare Management, or a related field.
- Minimum of 8-10 years of experience in service operations, customer support management, or technical service leadership.
- Proven track record in managing large teams within a high-stakes, client-facing environment.
- Strong analytical skills with proficiency in data-driven decision-making and performance reporting.
- Excellent communication and stakeholder management skills, with the ability to influence at all levels.
- Experience in the medical device, diagnostics, or pharmaceutical industry is highly preferred.
- Fluency in English and local business proficiency.