Job Description

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

Technical Manager - Regional Customer Support Centre

Are you looking for an exciting challenge?

Are you ready to lead a specialist team in delivering world-class diagnostic support across the UK, Ireland and Northern Europe?

Roche Diagnostics is looking for a Technical Manager to lead our SWA/Core Lab Hardware remote support team. Based within our Regional Customer Support Centre (RCSC) in Burgess Hill, you will be the strategic lead for a team of 16 specialists providing critical technical and systems support for the Roche Core Laboratory portfolio.

The Role

As Technical Manager, you will lead a team of 16 specialists who provide remote technical and systems support for the Roche Core Laboratory portfolio, alongside customer and staff training. You will be the driving force behind the team’s operational and strategic success, ensuring we deliver a "best-in-class" customer experience.

You will be accountable for the successful delivery of service requirements across the UK, Ireland, Nordics and the wider EMEA-LATAM region.

Key Responsibilities:

• Leadership & Coaching: Use your skills to empower your team, remove obstacles and foster high performance.

• Line Management: Drive recruitment of ideal skill sets, manage performance and take ownership of the team's professional development.

• Strategic Collaboration: Partner with Sales, Marketing, and Regional Service Managers to ensure the technical service offering aligns with broader business goals.

• Operational Excellence: Oversee the delivery of high-value remote support and the implementation of Roche Global standards.

Location & Flexibility

This is an office based role with an expectation of a minimum of 2 days a week in our office in Burgess Hill, Sussex.

Who you are

You are a resilient leader who thrives in a fast-paced environment. You don’t just manage tasks; you inspire innovation and possess a "questioning" approach that challenges the status quo to exceed customer expectations.

Essential Requirements:

• Education: A degree in a relevant field OR a proven track record of technical mastery and leadership in an engineering environment.

• Experience: A minimum of 3 years experience of leading technical teams

• Technical Background: A proven track record of supporting complex healthcare instrumentation and/or deep experience within a Blood Sciences laboratory.

• Leadership: Proven experience in line management or a clear ability to demonstrate the leadership competencies required to coach and develop a high-performing team.

• Technical Proficiency: Strong IT skills, including Microsoft Office, Google Suite, and CRM systems (e.g., Salesforce).

• Communication: Excellent verbal and written communication skills, with the ability to influence stakeholders in a matrix environment.

• IT Literacy: Strong digital skills, including Microsoft/Google Suite and CRM systems (e.g., Salesforce).

Investing in you

Roche is a company that invests as much in its people as it does in R&D (over £6.5 billion worldwide). In addition to a competitive salary and benefits package, you will receive recognised product training and continuous support to build your knowledge and potential.

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.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Roche Products Ltd. At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. We recognise the importance of flexible working and will review all applicants’ requests with care. At Roche difference is valued and we are proud to be an equal opportunity employer where you are encouraged to bring your whole self to work.