Roche Diagnostics is seeking sub-Sahara Service Lead for East and West Africa to be based in Kenya. The successful incumbent will manage the implementation and delivery of application and technical support, manage customer relationships and build & manage the regional professional services team.
Key Responsibilities
Application and Technical Support Management
- Manage the availability of skills by analyzing skills requirements, identifying key skills gaps, managing the skills development planning and implementation and monitoring skills levels and deployment quarterly and as required.
- Provide support to regions by identifying resource requirements and work commitments, allocating resources and communicating with relevant parties.
- Manage complex problem resolution by reviewing the problem, facilitating problem solving, engaging technical experts, providing technical inputs and facilitating resolution.
- Monitor case progress and resolution by tracking cases reported, reviewing case progress and resolution, identifying areas of risks and monitoring escalation of cases and providing feedback.
- Manage project implementation together with business partners by monitoring project progress, providing project support, addressing project challenges and tracking project completion and hand-over.
- Manage compliance, quality and manufacturing standards together with business partners. Monitoring implementation, identifying non-compliances, implementing corrective action and reporting on risks and concerns.
- Manage system modifications by engaging with business partners, tracking implementation on identified systems within the timeframes, identifying areas of concern and implementing corrective action.
Customer Relationship Management
- Manage customer relationships by monitoring compliance with the customer service standards, tracking customer communication, providing feedback on consequence of non-compliance with customer service standards, analyzing trends and patterns and addressing with team members monthly and as required.
- Monitor customer feedback by analyzing feedback, identifying trends and patterns, providing feedback to team members and supporting improvement in performance monthly and as required.
- Manage delivery in line with contractual obligations by tracking service turnarounds, identifying areas of concern, providing support to team members and implementing corrective action monthly and as required.
- Address escalated customer concerns by investigating the concerns, identifying areas for improvement, addressing the issue with the team member, implementing corrective action and monitoring with the customer.
- Build customer relationships by visiting customers, identifying potential risks, providing feedback to the relevant people and communicating with the customer weekly and as required.
Team Administration
- Manage team administrative and reporting requirements by reviewing compliance with procedures and standards, identifying key anomalies, addressing concerns with the team members and implementing corrective action weekly and as required.
- Manage team meetings by developing agendas, driving discussions, facilitating participation and managing actions weekly, monthly and as required.
Cost Monitoring
- Monitor costs by reviewing expenditure, identifying areas for cost efficiencies, implementing procedures and amendments and tracking impact monthly and as required.
- Minimise overtime expenditure by monitoring delivery of services, implementing effective controls and tracking impact, identifying areas of risk and implementing corrective action monthly and as required.
Staff Leadership & Management
- Define the staff requirements by reviewing the workload, defining work allocations and developing job profiles.
- Resource the team by retaining, recruiting, selecting and appointing staff.
- Induct staff members by managing the development of an induction programme, monitoring performance and supporting the development of new staff members.
- Manage the performance of staff by agreeing performance expectations, building relationships with staff, motivating staff, providing staff with feedback, supporting staff development, addressing areas of non-performance and implementing corrective action monthly and as required.
- Develop staff members by consulting with staff to identify learning areas and paths, supporting the development of the staff member, coaching and mentoring and tracking impact of learning monthly and as required.
- Manage the implementation of HR policies and procedures by tracking compliance, identifying areas of concern and implementing corrective action as required.
You, as an ideal candidate, will have the following skills, experience and education:
- Qualifications: Diploma or Degree in in Electrical Engineering /Mechanical Engineering / Biomedical Technology or similar.
- Experience: At least 3-5 years technical support services experience is required with at least 2 years in the medical diagnostic industry. Candidates with management experience have a distinct advantage.
- Must have knowledge of: Health Care Regulatory Frameworks.
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