Head of Customer Support

Chez Roche, vous pouvez être vous-même et être apprécié pour les qualités uniques que vous apportez. Notre culture encourage l'expression personnelle, le dialogue ouvert et les connexions authentiques, où vous êtes valorisé, accepté et respecté pour ce que vous êtes, vous permettant de prospérer tant personnellement que professionnellement. Voici comment nous visons à prévenir, arrêter et guérir les maladies et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Rejoignez Roche, où chaque voix compte. La position

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. Qui nous sommes

Un avenir plus sain nous pousse à innover. Ensemble, plus de 100 000 employés à travers le monde sont dédiés à faire progresser la science et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Nos efforts aboutissent à plus de 26 millions de personnes traitées avec nos médicaments et plus de 30 milliards de tests réalisés avec nos produits de Diagnostique. Nous nous encourageons mutuellement à explorer de nouvelles possibilités, à favoriser la créativité et à conserver nos grandes ambitions, afin de fournir des solutions de santé qui changent des vies et ont un impact mondial. Construisons ensemble un avenir plus sain. Roche est un employeur offrant l'équité en matière d'emploi.

#J-18808-Ljbffr