💼 Full-Time Position

APAC RCSC Service Excellence Team Manager

🏢
F. Hoffmann-La Roche AG
📍 petaling jaya, selangor, Malaysia
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Location
petaling jaya, Malaysia
📅
Posted
June 23, 2026
⏰
Type
Full-Time
🎯

Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.

Job Description

APAC Regional Customer Service Centre (RCSC) Service Excellence Team Manager

Based in Kuala Lumpur, you will lead a team dedicated to transforming service data into actionable insights and ensuring our digital tools—from AI‑driven chatbots to predictive monitoring—are seamlessly integrated into the customer journey.

Key Responsibilities

  • Drive Regional Service Strategy: Oversee the back‑office ecosystem, including complex workforce scheduling, field team dispatching, and the lifecycle management of service orders to ensure customers receive timely support.
  • Champion Digital Adoption: Lead the onboarding of customers to digital platforms, promote self‑service tools, AI‑driven assistance, and remote connectivity to increase instrument uptime and customer independence.
  • Build a Predictive Service Culture: Oversee the Control Tower operations, utilizing real‑time instrument monitoring and smart prevention to identify and resolve technical ...