Leader of GCS Core Lab Medium Integrated Labs SW

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Leader of GCS Core Lab Medium Integrated Labs SW

Apply locations: Sant Cugat del Vallès

Time type: Full time

Posted on: Posted Today

Job requisition id: 202506-115176

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

As a Leader of GCS Core Lab Medium Integrated Labs SW , you will join the Global Customer Support team and lead a group of highly specialized experts on Core Lab solutions. Your responsibilities include providing advanced troubleshooting, support, training, and service documentation for our regional customer support centers and affiliates worldwide.

The team is involved in post-launch support, scaling up solution knowledge for CCM and SWA customer solutions, including Navify Lab Ops. Incorporating digital and data analysis tools and skills into training and daily support is key to increasing service efficiency.

From product development, the team ensures service requirements are incorporated from the start.

The opportunity

• Developing team members through coaching and mentoring, recognizing their contributions.

• Acting as a bridge between customers, Roche local affiliates, and global teams to reflect customer voice in product development and improvements.

• Building effective relationships and managing stakeholders across Roche affiliates, regional service reps, and global marketing teams.

• Contributing to the development and implementation of the global support strategy, aligning team goals accordingly.

• Driving product care initiatives to optimize service costs and improve serviceability.

• Aligning service KPIs with global marketing to prioritize service goals within business objectives.

• Managing the budget for the cost center, planning and optimizing activities.

Who you are

To succeed in this role, the preferred qualifications and traits include:

• Leadership experience in local, regional, or global organizations, with skills in coaching, strategic development, problem-solving, and conflict resolution.

• Multiple years of customer-facing experience.

• Experience in Technical Support, R&D, Marketing, Sales, or related fields.

• Understanding of Diagnostics Market, Products, and regulatory requirements.

• Proven stakeholder management skills across various levels, with a customer-focused approach.

• Strong intercultural competencies, emotional intelligence, and communication skills.

• Experience managing escalations.

• Fluent in English, both oral and written.

Willing to travel up to 30% of the time.

Your application

If interested in joining our leadership team and you consider yourself a good fit, please apply online with the following documents:

• Your resume, highlighting originality and conciseness.

• List of customer escalations and/or implementations you\’ve managed, including key learnings.

• Examples of coaching and development of people, with key learnings.

Complete applications will be prioritized.

Who we are

A healthier future drives us to innovate. Over 100,000 employees worldwide are dedicated to advancing science, ensuring access to healthcare for all. Our efforts have treated over 26 million people and conducted more than 30 billion tests with our Diagnostics products. We empower each other to explore new possibilities, fostering creativity and high ambitions to deliver life-changing healthcare solutions globally.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.

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