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, Chemistry, Biology or Clinical Laboratory, or equivalent education and work

• Over 2 years of experience in clinical laboratory, health environment or diagnostics industry

• 1 year of previous management or supervisory experience, or equivalent demonstrated leadership skills

Preferred Qualifications:

• Ability to learn Roche product lines, equipment, products, and/or systems

• Effective written/verbal communication skills

• Effective customer service skills, which include a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships

• Effective leadership, motivational, and time management skills

• 5 years of experience installing, and evaluating complex laboratory, IT products, medical diagnostic equipment, reagents, and/or systems

• 1- 3 years of previous management or supervisory experience, or demonstrated leadership skills
   

Additional Information:

• This is a Field Based Role.  Relocation benefits are not eligible for this job posting

• Company car is provided with this role

 The expected salary range for this position based on the primary location of Wilmington-Field based role is $85,500-158,900  Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.  A discretionary annual bonus may be available based on individual and Company performance.  This position also qualifies for the benefits detailed at the link provided below. 

Benefits

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. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.