Head Of Sequencing Hardware (m/w/d) *befristet Für 3 Jahre*

Head Of Customer Support Sequencing Hardware

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. That drives us to be innovative. We advance science so that everyone receives the healthcare they need. We create a world where we all spend more time with the people we love. That makes us Roche. In our regional customer support center in Mannheim, you will provide "best in class" service for the EMEA region. With your expertise in customer support sequencing hardware, you will significantly contribute to ensuring the availability of our systems and the quality of results for our customers. Your work has a direct impact on long-term customer retention, revenue assurance, and the development of our business field strategies to realize the vision of Roche, putting patients at the center.

As Head of Customer Support Sequencing Hardware (d/f/m) you will lead a team of dedicated and motivated experts. Part of your team is located in the RCSC Mannheim and offers remote support via telephone and email. Another part supports on-site service in the "served countries" of the EMEA region. Close cooperation with the service lead sequencing and local sales units is essential. Together we work in a dynamic and international environment that focuses on knowledge exchange and continuous development.

What you can expect:

• You lead and develop the department of Customer Support Sequencing Hardware and the employees.
• You manage and work on national and international projects to develop business field strategies.
• You are responsible for the support of our Roche sequencing instruments via remote, telephone and email and act as first level support with your team.
• You ensure the availability of the systems and the quality of results for our customers to guarantee long-term customer retention.
• You ensure the adherence to budgets, SLAs and service levels and manage the process quality through KPIs.

What you bring with you:

• A successful completed business or technical degree and several years of experience in instrument support.
• Proven leadership experience with personnel and budget responsibility.
• You think entrepreneurially and have a deep understanding of service processes.
• You navigate confidently through change processes (change management) and use your strong communication and conflict resolution skills to inspire people for common goals.
• An inherent growth mindset: you approach changes with curiosity and actively shape the transformation of our working methods.
• Fluent German and English.
• Ideally experience in the medical-technical environment (technical customer support in the field or in the hotline) or in the laboratory.

So far so good? It gets even better.

We offer you diverse top benefits at our locations. Only with you together can we improve the lives of patients. You make Roche unique with your contribution. That's why we offer exceptional benefits that support you in shaping your life, finances, and health as you wish. Find out more here:

Your application:

We ask for the following documents:

• Current resume or workday profile Your official (educational) certificates & proof

Please note before sending your application that no further documents can be added afterwards.

Apply now – we look forward to it!