Technical Service Lead (m/f/d) Core Diagnostics - region DACH

at  Abbott Laboratories

Our diagnostic solutions are used in hospitals, laboratories and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.
Abbott’s Core Diagnostics Division in Germany is looking for a

EDUCATION AND COMPETENCIES REQUIRED

• University degree in engineering / biomedicine / medical technology / business administration or equivalent.
• Preferably 2 years of experience as Technical Service Lead or a proven experience in a similar position, supported by management and customer references.
• Successful engagement with customers, specifically key stakeholders and lab staff.
• Excellent product and industry knowledge.
• Ability to identify and drive resolution of issues.
• Strong leadership as well as coaching and training skills.
• Strong experience and process skills of the business functions service delivery.
• Strong experience in use of analytical tools and software.
• Experience in people management with proven track record of setting vision and leading teams.
• Excellent communication skills in German and English.

PURPOSE OF THE JOB

The Technical Service Lead (TSL) is primarily responsible to drive prompt solutions for technical escalations, to ensure technical feasibility of integration and transition projects and to reduce cost of serrvice by safeguarding the adherence to best practice procedures in the field. The Technical Service Lead is leading the Workflow Application Team and Subject Mater Experts (SME).

MAJOR RESPONSIBILITIES

• Leading, driving and following up on product escalations and product support requests for all new and existing customers. Developing processes, systems and standards to speed up cross-level communication, supporting SMEs and Field Service Resources to swiftly resolve incidents.
• Support technical solution development for new integration and transition projects within region DACH, adhering the projects into standard operating team tools and cadence and confirm implementation feasibility.
• Identify cost saving potential by analyzing available field data (repeated repairs, high-cost instruments, high cost spare part usage) and implement suitable actions to reduce cost such as focused trainings, revised operational processes or in-depth instrument analysis.
• Identify best practice repair procedures, communicate broadly and ensure consistent application in the field. Initiate necessary trainings and performance coaching.
• Regularly control documentation quality and compliance to documentation standards. Actively drive the on-time execution of TSBs and PdMs.
• Initiate, drive and monitor in-lab workflow optimization projects to increasing usage and productivity of installed instruments in customer laboratories.
• Provide timely and effective reports to management on escalations, technical issues, TSB status and training management. Standardize and simplify technical customer service status reports.
• Lead, develop and manage team of SMEs and Workflow Application Specialists.