Customer Service Manager - IT Solutions

Customer Service Manager- IT Solutions

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. It is what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That is what makes us Roche.

Roche Diagnostics Philippines is looking for a Customer Service Manager- IT Solutions, reporting to the Customer Service Leader. The IT Solutions Customer Service Manager, an individual contributor position, is a customer-focused and technically proficient role responsible for providing customized technology solutions that cater to our customers' needs. This role requires extensive technical knowledge combined with consultative sales and solution design capabilities to evaluate requirements, create efficient IT solutions, and assist with implementation.

Key responsibilities include:

• Collaborate with customers to understand technical and business requirements.
• Design customized IT solutions that align with client needs, budgets, and strategic goals.
• Prepare technical specifications, architecture diagrams, and solution proposals.
• Partner with sales, marketing and Customer Service representatives to support technical pre-sales activities.
• Deliver solution presentations, demos, and proof-of-concept (POC) sessions.
• Respond to RFPs, RFIs, and other technical documentation requests.
• Work with project managers and Customer Service representatives to ensure successful solution deployment.
• Provide technical oversight during the implementation phase, ensuring alignment with design specs.
• Troubleshoot integration or deployment issues and recommend optimizations.
• Provide training and knowledge transfer to clients, support teams, or end users.
• Stay current with industry trends, emerging technologies, and vendor offerings.
• Recommend improvements to current IT practices and identify opportunities for innovation.
• Act as a subject matter expert (SME) in key IT domains.

Who You Are:

• Bachelor's degree in information & technology discipline, with strong multinational company experience.
• Minimum 3 years' experience in hospital IT management with HIS and LIS or IVD IT, experience in both would be an advantage.
• Strong project management and Computer Skills (Microsoft Office Application)
• Excellent interpersonal and communication skills
• Strong leadership skills and a team player
• Analytical, precise, pragmatic, enthusiastic, result-oriented and commercial awareness
• Creative problem-solving, selling, negotiations and issue resolution skills
• Excellent written and verbal communication skills, with committed attention to detail.
• Excellent interpersonal skills in dealing with a diverse range of stakeholders.

Roche is an Equal Opportunity Employer.