Head of Service & Support

About the role

The Head of Service & Support leads the day‑to‑day operations of Roche's service team, ensuring after‑sales support strategies deliver a customer experience that exceeds expectations. This senior role combines strategic planning, budget management, and cross‑functional collaboration to drive a customer‑centric culture.

Key responsibilities

• Lead and manage the service team’s activities, implementing strategies aligned with company objectives.
• Execute initiatives in line with GCS strategies and ensure operational processes support a great customer experience.
• Provide technical information to Sales and Marketing throughout the buying cycle.
• Implement regional and global initiatives and act as an advisor within the DLT.
• Plan the service team’s budget and maintain inventory of spare parts at acceptable levels.
• Ensure all service activities are recorded in the CRM system.
• Liaise with APAC and global affiliates for technical initiatives and support requirements.
• Promote collaboration across stakeholders and maintain relationships with key partners and distributors.
• Coach and motivate the team, enhancing technical capabilities and driving long‑term strategic planning for customer experience, cost reduction, and efficiency.
• Promote safety, health, and environmental policies and ensure regulatory compliance.

Required profile

• Proven leadership experience managing a service or support team.
• Ability to align strategy with operational processes and people.
• Experience in budget planning and inventory management.
• Strong collaboration skills with internal and external partners.
• Commitment to safety, health, environmental protection, and regulatory compliance.

Required skills

• CRM systems