Regional Support Manager - Mountain West

Roche • Indianapolis, IN

17d • Onsite

About The Position

The Regional Support Manager works in Roche’s Service Network, supporting Colorado and Utah within the Core Lab business. The role directly manages field service resources responsible for installing, implementing, and evaluating diagnostic instruments and providing customer training at customer sites. It supports business growth, financial goals, group objectives, and customer satisfaction, including for critical key accounts.

This is a field-based position requiring up to 50% travel, including overnight travel. The candidate 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 the primary location of Colorado, 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 company benefits.

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 interactions, and maintaining ongoing customer relationships.
• Effective leadership, motivational, and time management skills.

Responsibilities

• Lead the team in delivering technical installation and maintenance support for existing, new, and potential customers.
• Manage professional and support staff to contribute to and achieve results, maintain and grow the business, and meet financial goals and group objectives.
• Direct field engineers, technicians, and/or application specialists providing customer technical support, including diagnosing, troubleshooting, and repairing products or related components.
• Direct and implement tactical plans.
• Supervise customer responses when standard procedures have not isolated or fixed problems with non-functioning products or related components.
• Lead process improvement initiatives and maintain and continuously improve the quality system and achievement of 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, 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.
• Company benefits are available; details are provided through a link in the posting.

What This Job Offers

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