Service Team Manager, Sequencing

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

A healthier future.

It’s what drives us to innovate.

To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come.

Creating a world where we all have more time with the people we love.

That’s what makes us Roche.

The Opportunity:

The ServiceTeam Manager - Sequencing and Life Sciences service team resides within the Roche Support Network (RSN).  This person manages the coordination of technical and support personnel responsible for instrument installation, implementation, repair & maintenance, and evaluation, as needed.

Manages the team to meet key performance metrics and expense management goals. 

This is a field-based role.

You may reside anywhere in the US and should be within 50 miles of a major metropolitan airport.
 

Responsibilities:



* Team Management: Lead, coach, and develop a nationally distributed support team, overseeing all HR functions including performance management, career development, and staffing.


* Stakeholder Alignment: Collaborate with peers and executive leadership across functional areas to align regional operations with broader organizational goals and business unit strategies.


* Operational Execution: Strategically allocate resources and delegate assignments to ensure the timely completion of troubleshooting, installations, repairs, preventative maintenance, and engineering upgrades.


* Strategic Oversight: Develop and execute operational policies with company-wide impact; drive continuous business process improvements and "customer playbook" initiatives.


* Technical Escalation: Bridge communication between customers, field staff, and design specialists to resolve complex technical issues and support successful product launches.


* Financial & Data Accountability: Maintain fiscal responsibility for regional expense budgets while monitoring performance metrics, manpower utilization, and departmental activity.


* Customer Ownership: Serve as the primary advocate for customer satisfaction, empowering team members to take ownership of assigned accounts and critical service resolutions.


* Compliance & Quality: Ensure strict adherence to corporate ethics, compliance standards, and quality systems through daily actions and rigorous record-keeping.


* Mobility: Maintain a high level of field presence with travel requirements up to 50%.

 

Who You Are:



* Bachelor's degree in Medical Technology, Information Technology, Computer Science...