Manages the technical support in the assigned area and guarantee the service level provided to customer in preventive maintenance, and in the emergency support as well as adequate technical know-
how support to sales activities.
Drive the Technical Service Strategy in alignment with Global Customer Support Strategy and Country Strategic Framework
Lead the Technical Service department, increasing customer satisfaction and providing best-in-class support to the UAE customers
Foster the use of remote solutions and pave the way for predictive and proactive service activities
Maintains plan of installed based in the country
Ensures constant coverage of the area, setting up priorities of technical assistance in case of overload of activities
Guarantees a gap analysis in know how taking in consideration the installed and plan to install in the area
Analyzes annual service costs and check critical instruments
Supports the contract lifecycle team for tender related activities
Monitors the implementation of mandatory modification
Manages local budget for tools and extra cost during installation
Ensures pre-installation visit and needed reports
Supports the engineering supplier about restructuring of lab; support the lab consulting team in the project of the new or re-new lab
Develops FSE in technical know-how and business behavior
Manages spare parts stocks in the area
Guarantees data quality in FSE activity reporting
Establishes and develop a relationship with the customer that enhances the reputation and professionalism of Roche Diagnostics
Provides clear and appropriate customer communication, including pro-active arrangement of routine preventative and corrective maintenance visits
Ensures that all administration is completed in a timely and accurate manner, and guarantee the activity reporting at the CRM (Clarify) software and appropriate escalation of product issues to Management Center (MC), and ensure that all administration is completed in a timely and accurate manner.
Creating a stimulating and motivating work place capable of attracting, engaging, developing and retaining high performers.
Participates in the selection, training and providing of ongoing feedback to direct reports via direct observation, meetings, and evaluations.
Identify people skills, aptitudes and potential, ensuring timely development and use;
Establishing clear accountabilities, delegating and fostering decision-making
Provides feedback and conducts performance reviews of employees.
Consistently demonstrates the Roche Core Competencies and People Leadership Commitments.
You are expected to adhere through your conduct to all applicable laws and regulations as well as to the high integrity standards as set forth by Roche.
Who You Are
You hold a Bachelor’s degree in biomedical engineering or equivalent is required
You have at least 10 years of experience in technical service activities in the field. Experience in IVD market / Electronic, fluidic and biology bases is preferred
You have a minimum of 3 years of experience as people manager and high level of competency in leadership, coaching, and people development
You have demonstrable planning and organization skills
You have excellent communications skills (both spoken and written)
You are able to work independently and as part of the team
You are solution oriented and able to solve problems
You have strong interpersonal interaction skills with both internal and external stakeholders
You are Fluent in English language in both spoken and written. Any spoken language in the market is considered a plus
You are willing and available to travel whenever needed
Who we are At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-
focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an equal opportunity employer.
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