SERVICE TEAM LEAD

at  Abbott Laboratories

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

THE OPPORTUNITY

For our Core Diagnostics Division CDx we are looking for a new Service TEAM LEAD to take over our great Field Service team in South Africa
This role may be based in EITHER GAUTENG OR CAPETOWN ( TBC )
This is a leadership, field-based position requiring daily travelling across assigned territory South Africa
The Technical Service Leader is responsible to manage service delivery for a country, working closely to all Abbott stakeholders to assure delivery of the ultimate customer experience.

• Manage Stakeholders including key customers.
• Manage and coordinate Technical Service Team in close liaison with District Customer Experience Managers.
• Set and achieve Key Performance Indicator, and customer satisfaction NPS scores.
• Actively participate in customer business reviews by providing reporting of service KPIs.
• Monitor instrument reliability and instrument service cost and manage all escalated service situations to assure timeous resolution.
• Achieve Field Service Expense Plan.
• Manage and control spare parts inventory to assure service levels are maintained and DOH and inventory levels are controlled to Plan or IBP.
• Hire, train, coach, develop, motivate and retain Technical Service Specialists.
• Implement area goals and incentive plans and perform PEx process for Technical Service Team.
• Assure service compliance with all local and division quality and procedural and process requirements.
• Implement area service strategy to assure standardization and consistency of outstanding service delivery.
• Success in this role is measured by service level achievement, customer satisfaction score (NPS), service key performance indicators achievement and economic growth and profitability per district.
• Required qualifications & background:
• University degree or equivalent experience required. Bachelors / Engineering degree in medical / electrical / mechanical or medical technology is preferred.
• Ideally from IVD or Medical Devices however candidates from Customer-facing FIELD SERVICE backgrounds will be considered
• Solid experience in customer service or technical support, or a proven track record in a similar position, supported by management and customer references.
• Successful engagement with customers, specifically C-Level (including CEO, CFO, COO) and Top Management.
• People management - experience in people management with proven track - minimum 5 years of managerial experience desired.
• Ability to travel on a daily basis (up to 80% of time).
• Driving license B.
• Fluency in English
  Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
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