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
Who We Are
A member of the Roche Group, Genentech has been at the forefront of the biotechnology industry for more than 40 years, using human genetic information to develop novel medicines for serious and life-threatening diseases.
Genentech has multiple therapies on the market for cancer & other serious illnesses. Please take this opportunity to learn about Genentech where we believe that our employees are our most important asset & are dedicated to remaining a great place to work.
The next step is yours. To apply today, click on the "Apply online" button.
Genentech is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity / expression, national origin / ancestry, age, disability, marital & veteran status.
For more information about equal employment opportunity, visit our Genentech Careers page.
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