Head of Customer Support

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.

Head of Customer Support, PT Roche Indonesia (Diagnostics)

As Head of Customer Support for PT Roche Indonesia (Diagnostics), you will be responsible for ensuring a high level of customer satisfaction with overall management of the Call Center, Engineering Support Team, Application Support Team, Vendors, third party service providers and distributors and RDID Business Areas.  As a key role to help shape and enable the RDID strategy and contribute to the overall Roche Diagnostics vision.  Demonstrate personal purpose around improving the healthcare ecosystem thinking from an enterprise level, beyond boundaries and borders, to bring the best possible outcomes to the health environment, creating better health outcomes for more patients faster, and by bringing a strong entrepreneurial mentality with outstanding partnering capabilities.

Your opportunity:

• Develop and implement strategies of Customer Support in sync with GCS, APAC and business needs of RDID

• Lead, coach, evaluate and develop the teams to enhance customer care capabilities

• Ensure the overall management in a professional, efficient and cost-effective manner, including but not limited to the following:

• • Ensure training plan for team, third party service provider, vendor and customer.

  • Analyze the workforce productivity and resource planning & allocation.

  • Ensure instruments installation, training and maintenance and repairing are carried out professionally in a timely manner as per company guidelines.

  • Ensure a full set of service records are updated and maintained.

  • Customer feedback loop framework.

  • Ensure achievement  of service KPI and sales target of the service that contributes to the overall company's sales.

  • Plan and create a program for after sales to ensure optimum customer satisfaction and repeated business.

• Keep abreast of industry changes, developments and new initiatives, and advise the management of potential applicability.

• Participate in overall company sales and service contracts negotiation with customers, to provide a custom-made contract that provides an end-to-end packaged solution to respective customers. 

Who you are:

• University degree in relevant discipline required. A postgraduate degree (e.g. MSc or higher) in a relevant area would be desirable.

• 10+ years of experience operating in areas relevant to laboratory solutions and products aimed at the healthcare ecosystem.

• Proven ability to identify and mobilize resources, in a timely manner, that partner with value streams and others to achieve stated goals.

• Demonstrated ability to proactively identify, develop and execute strategies to build competences to be future-ready and best-in-class.

• Demonstrated ability to influence internal and external stakeholders with courageous authenticity and builds trust with individuals of all levels.

• Proven experience working in teams through collaborative technological innovation in an agile environment or continuous improvement efforts that have yielded tangible results and/or positive impact for patients or business stakeholders.

• Processes leadership and people influencing skills; Demonstrated success in establishing a high performing environment, catalyzing Roche Operating Principles cultural dimensions, with an excellent reputation attracting the best talent and the commitment to developing and inspiring them.

• Familiarity with the technological trends and their relevance to the healthcare industry. A passionate and decisive business leader. Demonstrating courage, vision and drive to achieve results at the forefront of innovative technological changes.

Location: Jakarta, Indonesia.

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.