Head of Customer Service & Support | Applications & Engineering

Full-time IT & Technology

The Head of Service and Support manages the day‑to‑day operations of the service team, executing after‑sales support strategies to deliver customer experience beyond expectations.

Responsibilities

1. Lead and manage the service team’s overall activities by implementing effective strategies and detailed plans aligned with company objectives.
2. Ensure all initiatives are properly executed in accordance with the strategies set by the GCS.
3. Align the strategy to operational processes and people, resulting in a great customer experience.
4. Provide technical information to Sales and Marketing for Roche projects across all stages of the buying cycle.
5. Implement Regional and Global initiatives as relevant.
6. Serve as a core member of the DLT in an advisory capacity, helping to set the direction of the Customer Services team with a special emphasis on how and what to implement to achieve current and future goals.
7. Plan the bud...