Job Summary :
Independently provides operational / procedural management and technical support in assigned area. Produces service in the incident, problem, change and release management processes, tailored to the service agreed.
Main Tasks & Responsibilities :
1.Oversee direct reports and provide direct supervision of employees using established guidelines and procedures
2.Act as first point of escalation in Services team to answer questions and help resolve escalated issues from clients, sales, and related stakeholders.
3.Provide guidance on daily operations and contribute towards the strategy and accomplishment of departmental / team goals
4.Adhere to departmental SOPs to ensure task integrity and quality
5.Monitor and manage available staff, coordinating resource assignment to ensure appropriate coverage for timely case implementation and closure.
6.Documenting Standard Operating Procedures and Work Instructions. Maintain documentation related to task execution.
7.Monitor trend on customer issues and use that information to recommend, document, and implement process improvements
8.Regular service reports to service management and business clients are issued
9.Ensure all tools, and technologies used to score and analyze quality monitoring data are functioning properly and effectively
10.Facilitate the auditing and monitoring toward compliance for all Services controlled documentation, including; work instructions, SOPs, and training documentation.
Work with Services Leadership Team on the changes and maintenance of such documentation.
11.May serve as a delegate for Quality and Regulatory Audit related visits and follow up items related to Services team.
12.Participate in and lead company or department projects and initiatives, as needed.
13.Develops service handbooks and bulletins based on field investigations, engineering changes, and overall knowledge of product.
14.Handle management of distributors
15.Handle management of spare parts
Minimum qualification required is Bachelor Degree in Electronic, Electrical or Mechanical
Language Skills :
Fluent English in listening, speaking and written.
Fluent in Mandarin is a must
Specific Knowledge & Skills :
1.Able to handle job related computer Operating System
2.High visibility and awareness of operational efficiency with business customers
3.Passionate about learning, sharing and further developing best practice and embed it as next practice to achieve greater impact
4.Exhibits self-aware leader and a flexible team-player in a dynamic environment
5.Agile competencies : having a growth mindset, knowing yourself, being courageous, and get connected
6.Possess a combination of analytical thinking, hands-on problem solving, and a customer service mindset
7.Possessing a sphere of influence extending beyond his / her immediate functional unit
8.Work in a highly interactive team setting and must exhibit excellent collaborative skills within their team and with stakeholders
9.Demonstrates effective communication of ideas, goals and progress to group, department, senior management and external partners
Roche Diagnostics Ltd. Taiwan is currently looking for candidates who like to work in a dynamic, challenging environment that capitalizes on their strengths and abilities.
Roche is an equal opportunity employer.