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** A healthier future. That's what drives us to innovate. We advance science so that everyone can get the healthcare they need. We are creating a world where we can all spend more time with the people we love. That's what makes us Roche. In our regional Customer Support Center in Mannheim, you will provide "best in class" service for the EMEA region. With your expertise in Customer Support for Sequencing Hardware, you will make a significant contribution to ensuring the availability of our systems and the quality of results for our customers. Your work has a direct impact on long-term customer loyalty, securing revenue, and the further development of our business area strategies to realize Roche's vision of putting patients at the center. As Head of Customer Support Sequencing Hardware (d/f/m), you will lead a team of dedicated and motivated experts. Part of your team is based at the RCSC Mannheim and offers remote support via telephone and email. Another part supports the on-site service in the "Served Countries" of the EMEA region. Close collaboration with the Service Lead Sequencing and local sales units is essential. Together, we work in a dynamic and international environment that focuses on knowledge exchange and continuous development. **What to expect** + You will lead and develop the Customer Support Sequencing Hardware department and its employees. + You will manage and participate in national and international projects to further develop business area strategies. + You and your team will be responsible for supporting our Roche Sequencing instruments via remote, telephone, and email, acting as first-level support. + You will ensure the availability of systems and the quality of results for our customers to guarantee long-term customer loyalty. + You will ensure compliance with budgets, SLAs, and service levels and manage process quality using key performance indicators. **What you bring** + A successfully completed degree in business or a technical field and several years of professional experience in instrument support. + Proven leadership experience with personnel and budget responsibility. + You think entrepreneurially and have a deep understanding of service processes. + You navigate change processes (Change Management) with confidence and use your strong communication and conflict resolution skills to inspire people to achieve common goals. + A strong growth mindset is a matter of course for you: you approach change with curiosity and actively shape the transformation of our ways of working. + Business-fluent German and English skills. + Ideally, experience in a medical-technical environment (technical customer support in the field or on a hotline) or in a laboratory. **So far, so good? It gets even better.** We offer you a variety of top benefits at our locations. Only together with you can we improve the lives of patients. You make Roche unique with your contribution. That's why we offer exceptional benefits that support you in shaping your life, your finances, and your health the way you want. Find out more here: https://go.roche.com/Kandidaten-Benefits-DE **Your Application** We ask for the following documents: + Current resume or Workday profile + Your official (educational) certificates & credentials No other documents are strictly necessary at this time. Please note that no further documents can be added after submitting your application. **Apply now – we look forward to hearing from you!** **Your contact to us! With people. For people.** Do you need further support? Please have a look at our FAQs, you will find them via https://careers.roche.com/global/en/faq . **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.**