National Manager - Technical

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

Position - National Manager - Technical

Location - Mumbai

Your Opportunity

As a National Manager - Technical you will leads and oversees the Field Support function and team for the assigned affiliate in the assigned division. You will typically oversee and guide technical support for customers through a team of field support management, field service engineers and/or application specialists diagnosing, troubleshooting, and repairing products and/or related components. You will develops and oversee implementation of the affiliate Field Support vision, strategies, objectives, metrics, policies, procedures, tools and resources to guide field support execution, consistent standards and efficient field operations. May also oversee pre-sale and/or post-sale support activities, including assessment of how company products meet customer needs and the preparation of product specifications for development and installation of customised solutions. Responsibilities may also include pre-sale support in sales presentations and product demonstrations. With team, establishes and maintains lines of communication cross-functionally on issues such as product design, reliability, and maintenance issues. May be involved in critical customer issues. You will works with team to define new products and provide insights from the field back to other groups. Selects, develops, and evaluates employees to ensure the efficient operation of the function. Responsible for the divisional cross-portfolio field support strategy within a single entity/location and may be revenue accountable.

Role and Responsibilities

1. Development of Team and Effective People Leadership as demonstrated by Leadership Commitments

2. Strategy Planning/ Implementation (Processes)

3. Customer Complaint Management

4. Planning and Management Installations and Commissioning

5. ASC and SIQ Performance Management

6. Internal / External Training

7. Key Account Management - Services

8. Key Account Management and Coordination

9. Coordination Sales/Service/Logistics

10. NM support for TNI, secondary support, customer call Data management

11. Reporting- MIS

13. ISO Compliance/CAPA

14. Service Revenue

Who You Are

In a leadership position for atleast 5 to 7 years.

Have built the robost field service strategy for the affiliate with proven impact

Customer centric approach

Engineer/Science graduate with masters as an added advantage

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.