Regional Support Manager - Mountain West

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 Regional Support Manager - Mountain West This is an exciting time to join the Roche Support Network. If you are passionate about problem-solving, developing people, and delivering exceptional customer support, this may be the opportunity for you. As a research-focused healthcare company, Roche develops innovative diagnostics and therapeutic solutions that deliver meaningful benefits to patients and healthcare professionals worldwide.

At Roche, we are committed to creating a work environment where employees feel valued, respected, and empowered, and where development opportunities support long-term career growth.

The Opportunity:

This Regional Support Manager position in the Roche Service Network (RSN) supports Colorado and Utah. This position will directly manage field service resources who install/implement/evaluate our diagnostic instruments and provide customer training at customer sites within our critical Core Lab business, which includes a significant number of critical, key accounts. This position serves to maintain and grow the business, achieve financial goals, and ensure customer satisfaction.

KEY ROLES & RESPONSIBILITIES Lead team in the delivery of technical installation and maintenance support for existing, new, and potential customers; contribute and achieve results through the management of professional and support staff; manage the team to maintain and grow business and to achieve financial goals and group objectives

Direct the technical support for customers through a team of field engineers, technicians, and/or application specialists, diagnosing, troubleshooting, and repairing products and/or related components in the field; direct and implement tactical plans

Supervise customer responses where standard procedures have failed to isolate or fix problems in non-functioning products or related components

Lead process improvement initiatives; maintain and continuously improve the quality system and achieving quality objectives through daily actions

Assist the Director or senior leadership in overall operations in the field

Establish and manage the department's budget and all assigned resources

Select, develop, and evaluate employees to ensure the efficient operation of the function; these activities include hiring, training, performance management, and progressive disciplinary actions

Territory:
The territory includes Utah and Colorado. Candidates must reside or be willing to relocate within 50 miles of Salt Lake City or Denver. This is a field-based role requiring up to 50% travel, including overnight travel.

Who You Are :

Bachelor’s degree in Medical Technology, Information Technology, Computer Science, Chemistry, Biology or Clinical Laboratory, or equivalent combination of education and experience3 years of experience in a clinical laboratory, health environment or diagnostics industry1 year of previous management or supervisory experience, or demonstrated leadership skills

Preferred Qualifications Experience working in or with the Roche Support Network Ability to learn Roche product lines, equipment, products and/or systems

Effective written/verbal communication skills

Effective customer service skills, which includes a positive attitude, helpful customer interaction, and maintenance of ongoing customer…