Service Supply Chain Operations Manager - Indianapolis, IN

Roche•Indianapolis, IN

1d•Hybrid

About 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. Roche Support Network offers an exciting opportunity for individuals who are passionate about problem-solving. As a research-focused healthcare company, Roche is dedicated to discovering, developing, and providing innovative diagnostics and therapeutic products. With a commitment to employee development and a work environment that values respect and empowerment, Roche offers exciting career prospects for those seeking to make a significant impact on patient care. The Opportunity: As the Service Supply Chain & Spare Parts Operations Manager, you are a critical leader responsible for overseeing and optimizing the end-to-end spare part lifecycle. This role blends high-level strategic design with tactical execution, managing the specialized logistics required for both Field Service (on-site) and Depot Service (in-house repair). You will lead high-performing teams and leverage advanced technologies like SAP and ServiceMax among others, to ensure our field force drives exceptional customer outcomes and clinical lab uptime.

Requirements

Bachelor’s degree in Business, Marketing, Supply Chain, Technology Management, Project Management, or related degree preferred
3 years of experience with direct or indirect responsibility for leading/influencing people
At least 1 year of experience in areas such as supply planning, logistics, order fulfillment, inventory management processes and procedures, or warehouse management

Nice To Haves

Leadership Experience: 5+ years of experience with direct responsibility for leading teams and supporting business partners.
Supply Chain Core: 3 years of experience in supply planning, logistics, order fulfillment, or inventory management processes.
Technical Mastery: Proven experience with SAP and ServiceMax (or equivalent FSM platforms) and planning software.
Industry Context: Familiarity with medical device or clinical diagnostics service models and ISO 13485 standards.
Strategic Background: Experience as a Product Owner or Program Manager for enterprise-level logistics or system implementation initiatives.
Certifications: Six Sigma Green Belt or APICS (CSCP/CLTD) certification is a plus.
Communication: Excellent stakeholder management skills with the ability to present strategic updates to senior leadership.
Financial Acumen Medical Device Industry experience

Responsibilities

Strategic Leadership, Systems Integration & Team Development North America Strategy & Growth: Drive the design and scaling of a cohesive North American spare parts strategy. Determine team capacity models and staffing requirements to support team growth and enhanced service reach.
Technology Architecture: Serve as the business lead and "Product Owner" for the integration between SAP (ERP) and Service Max (FSM).
Talent & Mentorship: Manage, mentor, and evaluate direct reports with a priority on employee development. Identify necessary skills and create new roles to attract external talent and add stakeholder value.
Global Representation: Contribute to global service systems initiatives as the US representative, developing proposals and leading pilot collaborations for enhanced supply chain support.
Stakeholder Advocacy: Serve as the key spokesperson for RSN operational strategies to executive leadership and key customers, ensuring logistical innovations align with the customer experience.
End-to-End Spare Parts Lifecycle & Logistics Execution Dual-Channel Inventory Management: Oversee core service operations for both Field Service (decentralized trunk stock/FSL) and Depot Service (centralized repair facility), ensuring seamless part flow and availability for each.
Product Launch & Modification Parts Logistics: Lead the distribution and execution of Field Safety Corrective Actions , product launches, PM kits, and hardware modifications, ensuring 100% part traceability and regulatory compliance.
Supply Chain Optimization: Implement advanced planning methodologies to maximize "First-Time Fix" rates while aggressively minimizing excess "Trunk Stock" and idle field inventory.
Carrier & 3PL Governance: Manage the performance of external logistics vendors, carriers, and 3PL partners. Lead QBRs to ensure adherence to strict medical-grade delivery SLAs and cost-efficiency targets.
Business Continuity & Resilience: Lead and execute business continuity plans during supply chain disruptions across multiple internal and external business partners to protect patient care.
Expense Management: Drive a strong focus on operational expense (OpEx), seeking cost-effective and innovative solutions in freight and warehousing.