Service Operations Lead

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

This role is open for Slovenia and Croatia candidates and will be localized based on the successful candidate’s location.

Travel expected: 60% field, 40% office

As the Service Operations Lead (SOL) for the Diagnostics Division, you will be a matrix leader responsible for all Service operations across Slovenia, Croatia, and Bosnia & Herzegovina. Your role will involve driving the Service Excellence strategy, managing service premises in Ljubljana, Zagreb, and Split, and representing service and support in customer projects from pre-tender through to seamless implementation.

The Opportunity

Collaborate with the Technical Service Chapter Lead, IT Technical Service Chapter Lead, Application Chapter Lead, and Head of Service and Customer Support Adriatic to co-create a bold vision and co-design the Adriatic Service and Customer Support strategy

Drive the Service Excellence strategy and its implementation

Orchestrate and promote close collaboration with RCSC and Service, Sales, Marketing, Finance-Logistics, Quality, and Compliance depts.

Represent the Service function from the pre-tender phase to ensure strategic alignment and support for the sales cycle involving the relevant experts from the Service function

Provide input into solution design where relevant to ensure an optimal implementable solution proposal in the bid (where applicable, and depending on level of training)

Oversee the end-to-end implementation of customer solutions by applying proven project management methodologies

Premises Management: Ensure all service premises (Zagreb, Split, Ljubljana) are fit for purpose and comply with local and global requirements (e.g. develop, maintain, and optimize guidelines for the use warehouses and workshops)

Ensure diligent electronic waste management adheres to local and global biosafety guidance in collaboration with the Technical Service Chapter Lead, IT Chapter Lead, and Head of Service and Customer Support

Drive effective stock management strategy, including stock counts and replenishment planning to maintain minimal local stock levels while adequately supporting the installed base

Ensure continuous local service tool calibration to maintain business sustainability, working with the Technical Service Chapter Lead and/or designated Service Team Champions

Promote and drive harmonization of processes across different geographies

Lead the local deployment of CRM (REXIS) and oversee all CRM-related activities for the Slovenia & Croatia Service team, including service activity reporting

Analyze customer feedback and service metrics (KPIs) to identify and implement initiatives to enhance quality and efficiency

Motivate project teams without authority to drive capability development, regular feedback, coaching, and celebrating success

Be a system expert, navigating Roche and the healthcare ecosystem to draw on the right resources and deliver the best outcomes for customers and patients

Who You Are

You hold a degree in Electrical Engineering or Mechanical Engineering or Biomedical Technology or equivalent

Knowledge of electronics, electro-mechanical systems, and information technology, IT knowledge is an advantage

Fluent English – to be able to communicate and drive proposals, ideas and arguments

Fluent Croatian and/or Slovenian

Proven experience of leading complex projects, and experience in project management methodologies

Demonstrate strategic planning and solving problems skills

You are customer focused, with a proactive attitude and have strong stakeholder management skills

You are self-reliant and able to perform your duties with minimum supervision

Demonstrate strong communication skills

Demonstrate a strong sense of integrity and adherence to Compliance guidelines

You are flexible, mobile and willing to travel to customer sites within the geography of Slovenia, Croatia and Bosnia and Herzegovina

You show reliability and diligence in using and handling business data and information

You hold a B category driving license

After careful consideration and assessment of all applicants, we will reach out to only those applicants who meet the job requirements.

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.