service team lead - Johannesburg - Abbott Laboratories

    Abbott Laboratories
    Abbott Laboratories Johannesburg

    6 days ago

    Default job background
    Healthcare
    Description

    Abbott

    A global healthcare leader creating breakthrough science to improve people's health.

    We anticipate changes in medical science and technology, always looking towards the future.

    Working at Abbott

    Do work that matters, grow, and learn. Care for yourself and family, be your true self and live a full life.

    • Career development with an international company where you can grow your career.
    • Competitive remuneration package including good salary, bonus potential, benefits, and continuous learning opportunities.
    • Company recognized as a great place to work in dozens of countries and one of the most admired companies in the world.
    • Best big company to work for and best place to work for diversity, working mothers, female executives, and scientists.

    The Opportunity

    For our Core Diagnostics Division CDx, we seek a Service Team Lead to manage our Field Service team in South Africa.

    This role may be based in Gauteng or Cape Town (TBC).

    Daily traveling across assigned territory in South Africa is required.

    The Technical Service Leader manages service delivery for the country, working closely with stakeholders to assure delivery of the ultimate customer experience.

    Responsibilities:

    • Manage stakeholders including key customers.
    • Manage and coordinate 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 service costs, managing escalated service situations to assure timely resolution.
    • Achieve Field Service Expense Plan.
    • Manage spare parts inventory to assure service levels are maintained and inventory levels are controlled to Plan.
    • 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 local and division quality and procedural requirements.
    • Implement area service strategy to standardize and ensure consistency of outstanding service delivery.
    • Success measured by service level achievement, customer satisfaction score (NPS), service KPIs, economic growth, and profitability per district.

    Required Qualifications & Background

    • University degree or equivalent experience required. Bachelor's/Engineering degree in medical/electrical/mechanical or medical technology preferred.
    • Ideal from IVD or Medical Devices; however, candidates from customer-facing field service backgrounds considered.
    • Solid experience in customer service or technical support, or proven track record in a similar position supported by management and customer references.
    • Successful engagement with C-Level and Top Management.
    • People management experience with a proven track record - minimum 5 years managerial experience desired.
    • Ability to travel daily (up to 80% time). Driving license B required.
    • Fluency in English.


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