Service Area Manager

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 Mission At Roche, we are passionate about improving patients' lives and we are courageous in our decisions and actions; we believe that good business means a better world. That is why we come to work every day. We are committed to scientific rigor, ethics, and access to medical innovation for all. We do this today to create a better future. The position is in the Service Area, where we strive to achieve excellence for our customers by placing all our knowledge and team of highly qualified professionals at their disposal, so that they enjoy a customer experience that matches their needs and the expectations of a leading global company in its sector. As Service Area Manager, you will be responsible for ensuring technical and operational excellence across all RDE solution segments, aligned with market needs, and for enhancing our service offering for our customers. This will include developing appropriate service models to ensure the success of solutions installed for our customers, and responsibility for guaranteeing excellence in all activities related to field service, repair, maintenance, modifications, installations, and applications. Likewise, you must support pre-sales and sales activities that guarantee the achievement of RDE objectives while ensuring the best customer experience. This includes working jointly with Key Account Managers and the zone's Commercial Lead to ensure the best customer experience based on strategy and commercial prioritization. Additionally, you must also accelerate new ways of working focused on creating multidisciplinary teams based on collective leadership, self-management, and self-responsibility (accountability). Main Responsibilities
- Manage and supervise service actions to ensure compliance with KPIs (management indicators) and the necessary customization for service delivery, as well as defining improvement actions if required.
- Continuous evaluation and monitoring of customers, ensuring satisfaction with our service activity.
- Ensure that the team under your responsibility knows, understands, and applies the defined strategic service lines as well as commercial priorities.
- Oversee the development of people to ensure the provision of the best service to our customers.
- Participate in necessary commercial actions.
- Maintain a fluid level of communication with staff from all Business Areas served, ensuring their satisfaction as internal customers.
- Control the quality of activities performed by subcontracted companies, reporting information regarding the quality of service they provide to the various supplier management heads, based on customer feedback.
- Propose improvements to established processes as well as actions that favor the tangibility of the service and, therefore, its valuation by the customer (internal and external). Required Profile
- University Degree: Business Administration, Engineering, or Health Sciences.
- Advanced level of Spanish and English.
- Ability to analyze the business aspects necessary to engage and create the necessary relationships with the right stakeholders.
- Based in Malaga, Granada and Jaen Experience
- Solid knowledge and experience in the clinical laboratory environment.
- Previous experience in team management, proven leadership in the implementation of complex projects.
- Skill in multicultural management of teams of people hailing from different countries.
- Extensive experience in digital solutions for clinical laboratory management. Required Competencies
- Leadership
- Strategic capability
- Project management
- Decision making
- Results orientation
- Change management
- Communication
- Teamwork and collaboration
- Inspiration and influence
- Innovation ___ La misión En Roche, nos apasiona mejorar la vida de los pacientes y somos valientes en nuestras decisiones y acciones; creemos que un buen negocio significa un mundo mejor. Por eso venimos a trabajar todos los días. Estamos comprometidos con el rigor científico, la ética y el acceso a la innovación médica para todos. Lo hacemos hoy para crear un futuro mejor. La posición es en el área de servicio, donde nos esforzamos por conseguir la excelencia para nuestros clientes poniendo a su disposición todo nuestro conocimiento y equipo de profesionales altamente calificados para que disfruten de una experiencia de cliente acorde a sus necesidades y a las expectativas de una compañía líder en su sector en todo el mundo. Como Service Area Manager serás responsable de garantizar la excele