Director, Customer Support Center

Position Director, Customer Support Center – Roche Diagnostics USA Opportunity As the Director of Customer Support Center for Roche Diagnostics USA, you will lead the evolution of our support ecosystem into a next-generation diagnostic hub. Your primary goal is to minimize instrument downtime by championing Remote-First resolution. By integrating AI‑assisted troubleshooting tools with our core platforms, you will empower our frontline experts to solve complex clinical and technical issues with unprecedented speed and accuracy. You will serve as a strategic leader who bridges the gap between high-level business objectives and world‑class service delivery. You are as comfortable leading a cross‑functional project as you are implementing a new AI‑guided troubleshooting tool, all while ensuring your team feels secure, valued, and empowered in a rapidly evolving digital landscape. Responsibilities Define the roadmap for a proactive support model, utilising assistive technologies within ServiceMax and Salesforce to increase first‑contact resolution and maximise laboratory uptime. Direct accountability for expense budgets (P&L), resource planning, and performance data to ensure a cost‑effective, high‑output operation. Oversee the optimisation of CCaaS platforms (e.g., Genesys) to ensure seamless, data‑driven interactions across all customer touchpoints. Oversee the implementation of co‑pilot technologies—such as predictive error mapping and automated case surfacing—that simplify complex workflows and protect agents from burnout. Lead with transparency to ensure the team views new digital tools as career‑enhancing assets rather than replacements. Direct all HR activities, including recruitment, training, and career planning, to build a resilient pipeline of leadership talent. Act as a high‑level consultant to internal partners (Sales, Marketing, R&D, Field Service), aligning support strategies to directly bolster sales objectives and product reliability. Partner with Sales leadership to ensure that our service excellence becomes a competitive differentiator and a primary driver of contract renewals. Navigate our matrixed organisation to build consensus and lead initiatives that require cooperation across multiple departments to solve systemic customer pain points. Proactively take on additional responsibilities and pivot resources to support other departments during periods of high demand or special product launches. Ensure every remote‑fix protocol and service action strictly adheres to Roche’s quality system and FDA/global regulatory requirements. Maintain a work culture 100% committed to accuracy, ensuring that remote interventions provide the same level of reliability as an on‑site visit. Qualifications Bachelor’s degree in Medical Technology, Information Technology, Chemistry, Biology, Clinical Laboratory, Business or a related field. 7+ years of management experience in a service, technical support, medical device sales/service, or clinical environment. Preferred Qualifications Deep functional knowledge of Salesforce (CRM), ServiceMax (Field Service Management), and CCaaS platforms (e.g., Genesys). Proven history of leading transformational journeys that drive both operational efficiency and Customer Satisfaction (CSAT/NPS) scores. Lean‑Six Sigma Green or Black Belt. Strong understanding of financial planning, P&L management, and process improvement methodologies. A proven motivator with effective negotiation and persuasion skills; someone who builds deep, sustaining business relationships. An adaptable decision‑maker comfortable with initiative, calculated risk‑taking, and participating in high‑stakes cross‑functional initiatives. Location & Travel This position is based onsite at the Indianapolis campus. Relocation benefits are provided for this role. Ability to travel as necessitated by business requirements. Compensation The expected salary range for this position based on the primary location of Indiana is $146,900 – $272,900. Actual pay will be determined based 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. This position also qualifies for the benefits detailed at the link provided below. Equal Employment Opportunity Roche is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company’s policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of protected veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws. If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants. #J-18808-Ljbffr F. Hoffmann-La Roche AG