Technical Service Manager

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

At Roche, we believe every patient deserves the best diagnostic outcome. As a Technical Service Manager, you will be the driving force behind the reliability of Roche diagnostic instruments in Indonesia — leading a team of Field Service Engineers and ensuring that every laboratory we serve can trust their equipment, every day. If you are a hands-on technical leader who thrives in the field, takes ownership of outcomes, and genuinely cares about the people you lead and the customers you serve, we want to hear from you.

The Opportunity

You will lead the Field Service Engineer (FSE) team for Roche Diagnostics Indonesia, owning the full lifecycle of instrument service — from installation and preventive maintenance through to troubleshooting and customer escalation management. Reporting to the Head of Customer Support, you will be accountable for team performance, customer satisfaction, and the operational discipline that keeps our instruments — and our customers' laboratories — running at their best.

In this role, you will:

• Lead, develop, and manage a team of Field Service Engineers — setting clear targets, monitoring performance, and building their technical and professional capability

• Own instrument reliability across your territory: plan and execute preventive maintenance, manage escalations, and ensure all service activities are documented and traceable in line with Roche SOPs

• Drive customer satisfaction by resolving hardware and software issues with urgency, following up within 24 hours on all raised problems, and handling customer complaints with accountability

• Ensure operational compliance across all service activities — including case management in Rexis, service bulletin implementation, and trunk stock and spare parts management

• Report on team performance and operational metrics to the Head of Customer Support, providing clear monthly reviews and contributing to continuous service improvement

Who You Are

You bring:

• A Bachelor's degree in Electro Medical Engineering or Electrical Engineering from a reputable university

• Minimum 5 years of technical service experience in the medical device, diagnostics, or healthcare industry — with direct people management experience

• Proven ability to lead and develop field-based teams, with a track record of driving accountability, performance, and team capability

• Strong technical grounding in instrument troubleshooting, installation, and preventive maintenance, with the judgment to know when to escalate

• A customer-first mindset: you take ownership of issues, communicate proactively, and are not satisfied until the customer is

• Comfort working independently in a field-intensive environment — including travel across Indonesia and flexibility for weekend responsibilities when required

• Professional proficiency in English, both written and spoken, for reporting and cross-functional communication

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.