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    • service team lead - Johannesburg - Abbott

    Abbott
    Abbott Johannesburg

    1 week ago

    Default job background
    Description

    Job Title: Service Team Lead

    About Us: Abbott is a global healthcare leader that creates breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.

    Career at Abbott:

    • You can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life.
    • You will have access to career development with an international company where you can grow the career you dream of.
    • Competitive remuneration package including good salary, bonus potential, package of benefits and continuous learning opportunities within an excellent multinational working environment.
    • Company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
    • Company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

    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 Cape Town (TBC).

    This is a leadership, field-based position requiring daily travelling across assigned territory in South Africa.

    The Technical Service Leader is responsible for managing service delivery for a country, working closely with all Abbott stakeholders to assure delivery of the ultimate customer experience.

    Key Responsibilities:

    • Manage stakeholders including key customers.
    • Manage and coordinate the Technical Service Team in close liaison with District Customer Experience Managers.
    • Set and achieve Key Performance Indicators 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 timely 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 the 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.

    What We Offer: 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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