Regional Senior Manager Field Services

7 days ago


Johannesburg, South Africa IQVIA Full time

IQVIA is looking for a **Regional Senior Manager Field Services - Africa**

**Job Purpose**
- Ensure that the Field Service operations in the region is successful in its mission to provide an exceptional customer experience.
- Leading the service organization in the region, ensure that business goals and key performance indicators are met and exceeded.
- In alignment with the EMEA Service Director, design and ensure implementation of strategies and tactics aimed to provide excellent customer satisfaction in an efficient and profitable way.

**Responsibilities**

**Leadership**
- Direct management of all Field Service Managers in the assigned territory.
- Ensure that standards on allocation of work, and coordination are applied to provide prompt and efficient services to clients.
- Communicate, provide guidance and ensure divisional performance standards are met for Field Service Engineering.
- Ensure that the field engineering staff is appropriately resourced, trained and developed.
- Define goals, manage performance, conduct regular 1:1s and annual appraisals of direct reports.
- Act as a change agent in the organization by influencing leadership as to the importance of the service organization and acceptance of the service strategy.

**Strategy**
- Set strategic priorities for the region in alignment with the EMEA Service Director.
- Develop Service strategic plans for the region in alignment with key stakeholders in the wider organization.

**Operations**
- Ensure implementation of the region's service strategy.
- Ensure best in class service delivery in line with customer expectations and divisional guidelines, such as Net Promoter Score (NPS).
- Define the Region's Field Service objectives, responsibilities, goals and ensures its achievement.
- Ensure that all necessary resources for the region (tools, staff, spare parts, training, etc.) are in place in an optimized and efficient manner.
- Ensure Services provided by external service vendors comply to Abbott Molecular standards.
- Ensure meeting the Service Delivery KPIs as established by the division at regional level.
- Strive for continuous improvement.
- Partner with the Commercial Regional Managing Director in order to guarantee excellent customer service and support business growth.
- Support the team and clients taking care of escalated Service queries.

**Compliance**
- Ensure compliance of Service team's activities with the applicable quality standards, policies and procedures regarding safety, confidentiality, HR, Finance, general administration, and reporting.
- Controls appropriate use of customer service-related policies and procedures within area of responsibility.

**Reporting**
- Ensure reports of work activity via the various platforms are carried out in a timely manner for own work and team.
- Produce regular and ad-hoc reports for senior management.

**People management**
- At least 3-6 direct reports, 20 to 60 in their organization

**Education**
- University degree or tertiary education on a technical discipline and/or equivalent relevant working experience

**Experience**

**_General Experience_**
- Minimum 10 years industry or related relevant experience.
- 4 years of experience in service of healthcare organizations with complex instruments.
- At least 3 years of international experience.
- Profound knowledge managing budgets as well as service relevant processes, e.g. spare parts, material flow logistics and complaint handling

**_Managerial Experience_**
- Minimum 6 years people management experience or equivalent demonstrated experience of project leadership, coordination or supervision of team tasks. At least 3 of those managing remote international teams.

**Requirements**:

- Strong Service Background.
- Strong understanding of the molecular industry.
- Africa experience. Especially East Africa and good relationships in the regions.
- BEE preferable, but not prerequisite.
- Must be South African.



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