Team Lead Engineering Customer Service

Team Lead Engineering Customer Service

As Team Lead Engineering Customer Service (Engineering Manager), you will focus on developing your team members' capabilities that align with the function’s vision. You will support them in removing roadblocks, setting a focus on performance management, and ensuring a sustainable pace of delivery. Join us to lead the software and service delivery that empowers healthcare providers worldwide through digital innovation.

DIA Customer Service team is a strategic global function within Roche Digital Technology (RDT) and is at the heart of our Diagnostics digital landscape. We are responsible for developing, globally rolling out, and continuously evolving technology solutions that enhance the experience of healthcare providers and patients. Serving as a link between global business units - such as RDS, RIS, and Global Customer Experience - and their operational goals, we design the digital architecture that enables Roche to scale its impact across APAC, EMEA/LATAM, and NAM.

Our portfolio is defined by the orchestration of high-impact IT applications that drive the healthcare service lifecycle. Within the Installation and Field Services domain, we deliver digital tools that enable engineers to execute complex installations and precision maintenance of diagnostic instruments. This technical commitment extends to our Customer and Patient Support infrastructure, where we leverage a comprehensive stack that includes omnichannel systems, conversational AI, and augmented reality to ensure that hospitals and laboratories receive seamless, rapid technical support for both medical and non-medical devices.

Beyond direct service applications, our team governs the Product and Information Management ecosystem, ensuring the integrity and flow of commercially relevant data across all distribution channels. This is supported by a set of Knowledge and Training Management solutions, which provide the essential digital framework for product mastery and information accessibility. By managing the intersection of technology and clinical necessity, our IT team ensures that the majority of Roche’s Diagnostics area is supported by a robust, future-ready, and highly efficient digital foundation.

The Opportunity:

• Empower your team by developing engineering capabilities and fostering a culture of self-defined career growth aligned with our vision.

• Lead the end-to-end delivery of high-impact features, ensuring alignment with product roadmaps and rigorous quality standards.

• Cultivate healthy team dynamics and psychological safety, maintaining a sustainable pace that balances delivery with well-being.

• Partner with Product Managers to co-create technical roadmaps and set clear priorities for service delivery excellence.

• Remove technical and organizational impediments, acting as a proactive leader to protect the team’s focus and flow.

• Collaborate with global stakeholders to manage expectations, provide progress updates, and align digital solutions with business goals.

• Optimize delivery performance by defining success metrics and translating data into actionable insights for continuous improvement.

Who you are:

• Experienced Leader: You bring 5+ years of mixed experience in people leadership and product/service management, with a track record of building high-performing teams.

• Industry Expert: You possess 5+ years in biotech, diagnostics, or regulated life sciences, with a deep understanding of GxP, validation, and compliance.

• Educational Background: You hold a Bachelor’s or advanced degree, specifically with a focus on Business or IT.

• Agile Practitioner: You exhibit a lean and agile mindset with a strong understanding of software development and service delivery methodologies.

• Visionary Architect: You demonstrate proficiency in solution, information, and process architecture to create clarity on team outcomes.

• Servant Leader: You embody VACC (Visionary, Architect, Catalyst, Coach) behaviors, empowering individuals to act autonomously while staying accountable.

• Strategic Thinker: You possess strong business acumen and an enterprise mindset, capable of breaking down silos and navigating complex, ambiguous environments.

What you get*:

• Monthly salary range: 19,075 - 35,425 PLN gross based on the employment contract.

• Annual bonus payment based on your performance (target 20%).

• Company car or car allowance.

• Dedicated training budget (training, certifications, conferences, diversified career paths etc.).

• Recharge Fridays (2 Fridays off per quarter available).

• Hybrid work model (min. 2 days in the office weekly)

• Take time Program (up to 3 months of leave to use for any purpose).

• Vacation subsidy available.

• Flex Location (possibility to perform our work from different places in the world for a certain period of time).

• Take Time for Charity (additional paid leave of maximum 2 weeks to engage in the charity action of your choice).

• Private healthcare (LuxMed packages), group life insurance (UNUM) and Multisport.

• Stock share purchase additions.

• Yearly sales of company laptops and cars and many more!

*Please note that the compensation details provided pertain specifically to our offices in Poland (Warsaw & Poznan). For other locations, compensation packages will be discussed with the local Talent Acquisition Partner during the interview process.

Ready to bring your unique qualities to Roche and make an impact? Apply now and join us in our mission to shape the future of healthcare.