Customer Care Lead (D/F/M)

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

Roche is a global pioneer in pharmaceuticals and diagnostics, committed to advancing science and improving people’s lives. We continuously strive to innovate and discover new ways to make a significant impact.

By joining Roche Diagnostics Belgium, you will belong to a company that transforms healthcare and delivers outstanding service to our customers.

Your impact

As the Customer Care Lead, you report directly to the Customer Support Director. In this role, you will lead a high-performing team that plays a crucial role in our Customer Support Department. The Customer Care team is ensuring the efficient organization of our customer service activities from the short to long term.

In this role, you will care for the resource planning and the daily dispatch of incoming customer complaints to maintain short-term service continuity. Additionally, you lead all aspects of complex instrument installations in laboratories nationwide, working through the expert Project Managers within your team.

Your responsibilities also include developing and implementing strategic plans to ensure long-term business sustainability, addressing capacity needs, and conducting financial monitoring of our projects. Furthermore, you will drive customer experience initiatives, improve the digitalization of our communication channels, and address complaints or inquiries as needed. Collaboration is key, as you will work closely with internal and external partners and suppliers to provide tailored support and effective follow-up.

Who you are

• You hold a degree in engineering, commercial, and management science, or equivalent experience.

• You demonstrate excellent people leadership experience with a natural coaching ability, capable of empowering and developing team members.

• You have a strong background in project management, lean/Six Sigma certification, or experience in the healthcare sector or In Vitro Diagnostics (IVD) market.

• You possess an excellent strategic ability, with outstanding communication capabilities and a collaboration mentality.

• You are a true entrepreneur with a collaborative mentality, and you excel at attaining results through a solution-focused approach.

• You are proficient in English and either Dutch or French.

Discover More About Roche in Belgium

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Are you passionate about making a profound impact in the diagnostics field? Then we invite you to apply for this exciting opportunity! Interested candidates are encouraged to apply before 16th December 2024.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.