Application Manager

The Position
Job Summary:
Responsible for ensuring the delivery of best in class application support and
a differentiated customer experience, responsible for customer application
supervisors and application specialists offering application and software
support for the RPD and RMD portfolio. Work closely with the sales, IT, and
field service teams, in order to deliver high Value service offering.
Key Relationships:
Internal
Sales teams; Marketing team; Product Managers; Technical Services department;
IT department , CSC team; Logistics department; MC.
External
Labs Clinical Heads, Lab technicians, Clinical personnel and other Lab staff;
Hospital Administrations and Lab staff; Blood Banks and Transfusion Center
staff; 3rd party supplier Companies
Key Accountabilities
* Provides a high quality application support response which is consistent and in line with the changing requirements of the customer and the business areas.
* Maintains and present a professional image of Roche and the Service Department within the market place (including punctuality, customer communication, customer contact, presentation and professionalism).
* Ensures that the application team is fully competent and knowledgeable, up to date and multi-skilled on the various product lines.
* Contributes to achieve quantitative (Sales, KPI, etc.) and qualitative targets.
* Develops strategies aligned with customer satisfaction surveys and on-going customer and business area Feedback.
* Plans and facilitates user-group meetings to address any customer issues, queries as well as further build awareness of Roche and our range of solutions.
* Guarantees the right resource allocation, providing assistance for installations and customer trainings.
* Guarantees the activity reporting at the CRM software, and appropriate escalation of product issues to MC.
* Effective people leadership as demonstrated by the Leadership Commitments.
Compliance
* All service activities and behavior in business must be in compliance to Roche standards expected on all Roche employees.
Minimum Requirements:
Experience
At least five years of practical application experience in IVD or medical
device industry
Qualifications
Bachelor 's degree in life sciences, laboratory, Biochemical or equivalent is
required
Preferred
Experienced in managing large teams
Languages:
Requirement
Fluent in English
Preferred
Arabic is a plus, or any spoken language in the market
Key Competencies:
* Customer focus and solution oriented;
* Planning & Organizing / Workload management (delegation);
* Dynamic, with personal initiative, business drive and ability to achieve goals with minimal direction.
* In-depth knowledge of Roche product and services range; Processes and practices;
* Team / People interaction and convincing skills;
* Trouble shooting and problem solving.
Who we are
At Roche, more than ‎100,000 people across ‎100 countries are pushing back the
frontiers of healthcare. Working together, we've become one of the world's
leading research-focused healthcare groups. Our success is built on
innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.