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Technical Manager – Regional Customer Support Centre (Tissue Diagnostics)
Location: Burgess Hill, Sussex (Hybrid: Minimum 2 days per week in office)
Position Type: Full-time, Permanent
Opportunity
Are you ready to lead a specialist team where the work you do directly impacts patient care across Northern Europe?
Who You Are
You are an inspiring, resilient, and collaborative leader who thrives in a fast-paced environment. Driven by a desire to exceed customer expectations, you bring a "questioning" mindset that challenges the status quo and drives continuous innovation. You take immense pride in coaching others, removing operational bottlenecks and acting as a champion for the Roche brand.
What You’ll Do
As our Technical Manager, you will lead a team of 12 dedicated specialists providing remote technical and system support for the Roche Tissue Diagnostics portfolio, alongside customer and staff training.
Core Responsibilities
- Leadership & Coaching: Empower, mentor and foster high performance within your team, taking full accountability for line management, recruitment, and professional development.
- Operational Excellence: Oversee the daily delivery of high-value remote support, ensuring full alignment with Roche Global quality and performance standards.
- Strategic Collaboration: Partner cross-functionally with Regional Service Managers, Sales and Marketing to ensure our service offering directly supports broader business goals.
- Matrix Influence: Act as a key stakeholder within the RCSC leadership network, shaping how we deliver a "best-in-class" customer experience across international borders.
What You Bring
Essential Requirements
- Education: A Degree in a Life Science subject, or an equivalent professional engineering/clinical qualification.
- Leadership Experience: Proven track record in line management, or a clear ability to demonstrate the leadership competencies required to coach, develop, and upskill a high-performing technical team.
- Industry Background: At least 3 years of experience in systems support and implementation, or a proven track record working within a Pathology or Blood Sciences laboratory environment.
- Technical Skills: Strong digital literacy, including proficiency with Microsoft Office, Google Suite, and enterprise CRM platforms (e.g., Salesforce).
- Communication: Exceptional verbal and written communication skills, with a natural ability to influence stakeholders within a complex matrix organization.
Desirable Attributes
- A specialized background or technical familiarity with Histology/Tissue Diagnostics workflows is highly advantageous.
EEO Statement
At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. We recognise the importance of flexible working and will review all applicants’ requests with care. We are an equal opportunity employer where you are encouraged to bring your whole self to work.
