System Support Lead

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

The opportunity
 

Develop and deploy strategy to maintain well performance of Roche Products which are Instruments, Reagents, Services and other Peripheral accessories that work together with Roche Diagnostics Thailand Products & Services. Lead the organization's activities to ensure continuity of business operation. Collaborate with other post sales support functions to foster high performance of Roche Diagnostics Products and Services to ensure smooth operation and agreed business targets. Innovate and Promote new processes with compliance and governance, operation excellence and customer engagement. Steer post sales support direction to ensure customer engagement, good experience, effectiveness and cost efficiency according to the company's goal and direction.

Role-Specific Accountabilities

 (the primary tasks and responsibilities this job is expected to perform)

• Define clear and agreed targets for instrument, products and services performance related to global, regional and local company direction targets.

• Define work processes to ensure business outcome is achieved and regularly communicate with all team members.

• Monitoring Instrument & Products performance and compare with agreed targets.

• Maintain a high level of data quality in all aspects.

• Ensure adequate knowledge and competency of all members.

• Manage resource effectiveness, efficiency and fairness.

• Collaborate with other functions to ensure smooth operation.

• Develop, adopt existing tools and drive utilization to help performance improvement.

• Actively participating, Collaboratively working as enabling team of PSS.

• Drive compliance in all work processes and actively display as role-model in MQMS.

Who you are

Experience and Competencies:

• Interpersonal Skills: Display patience, cooperativeness and professional presentation in dealings with others.

• Customer Orientation: Demonstrate a desire to assist customers to meet their needs. Look for long-term benefits to the customer and the organization. Maintain clear communication with the customer regarding mutual expectations and monitor customer satisfaction. Give cheerful, friendly service. Express a positive attitude about and towards customers.

• Empathy: Use interpersonal communication skills to accurately hear and understand the needs of customers and colleagues.

• Flexibility: Display an organized but flexible approach to resolving business issues by adapting to and working within a variety of situations.

• Initiative: Display an ability to identify market opportunities and develop programs to maximize sales.

• Result Focus: Demonstrate persistence and perseverance to achieve desirable business outcomes.

• Business Acumen: Understand market opportunities, competitive threats, and strengths and weaknesses of the organization to manage priorities and develop the optimal response.

• Self-motivation: Be focused and able to achieve results without constant supervision. Complete tasks in a thorough and efficient way, making effective use of the available time.

Industry Experience:

• A Bachelor’s or Master’s degree in a relevant field such as Medical Technology, Biomedical Engineering, Clinical Laboratory Science, or Information Technology is required.

• Minimum of 5 years of progressive experience within the in-vitro diagnostics (IVD) industry, with a strong background in technical support, field service engineering, or as an application specialist.

• A minimum of 2 years in a leadership, supervisory, or senior specialist capacity, with demonstrated experience in mentoring, coaching, or leading technical teams.

• Extensive hands-on experience troubleshooting and supporting complex diagnostic platforms, including but not limited to clinical chemistry, immunoassay, and molecular diagnostic systems.

• Proven experienceห managing high-priority technical escalations and providing resolutions for key opinion leaders and large-scale customer sites.

• Experience with laboratory automation, IT middleware, and Laboratory Information System (LIS) integration is highly preferred.

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.