Service Team Lead
3 months ago
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.
**Working at Abbott**
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.
- A 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.
- A 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 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.
**What You'll do**:
- 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.
- 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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