Regional Support Manager - Mountain West

Roche • Indianapolis, IN

22h • $124,400 - $231,000

About The Position

The Regional Support Manager in Roche’s Roche Service Network (RSN) supports Colorado and Utah. The role directly manages field service resources who install, implement, and evaluate diagnostic instruments and provide customer training at customer sites within the Core Lab business, including critical key accounts. The manager helps maintain and grow the business, achieve financial goals, and ensure customer satisfaction.

This is a field-based position requiring up to 50% travel, including overnight travel. Candidates must reside or be willing to relocate within 50 miles of Salt Lake City or Denver. Relocation benefits are available.

The expected annual salary range, based on Colorado as the primary location, is $124,400–$231,000. Actual pay depends 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. The position qualifies for the company’s benefits, though specific benefits are not listed in the posting.

Requirements

• Bachelor’s degree in Medical Technology, Information Technology, Computer Science, Chemistry, Biology, or Clinical Laboratory, or an equivalent combination of education and experience.
• At least 3 years of experience in a clinical laboratory, health environment, or diagnostics industry.
• At least 1 year of previous management or supervisory experience, or demonstrated leadership skills.
• Must reside or be willing to relocate within 50 miles of Salt Lake City or Denver.
• Ability to travel up to 50%, including overnight travel.

Nice To Haves

• Experience working in or with the Roche Support Network.
• Ability to learn Roche product lines, equipment, products, and/or systems.
• Effective written and verbal communication skills.
• Effective customer service skills, including a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships.
• Effective leadership, motivational, and time-management skills.

Responsibilities

• Lead a team delivering technical installation and maintenance support for existing, new, and potential customers.
• Manage professional and support staff to deliver results, maintain and grow the business, and achieve financial goals and group objectives.
• Direct technical customer support through field engineers, technicians, and/or application specialists diagnosing, troubleshooting, and repairing products or related components in the field.
• Direct and implement tactical plans.
• Supervise responses to customer issues when standard procedures have failed to isolate or resolve problems with products or related components.
• Lead process improvement initiatives and maintain and continuously improve the quality system, achieving quality objectives through daily actions.
• Assist the Director or senior leadership with overall field operations.
• Establish and manage the department budget and assigned resources.
• Select, develop, and evaluate employees to ensure efficient operation of the function, including hiring, training, performance management, and progressive disciplinary actions.

Benefits

• Relocation benefits are available.
• A discretionary annual bonus may be available based on individual and company performance.
• The position qualifies for company benefits; specific benefits are not listed in the posting.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager