Senior Service Manager

1 week ago

Johannesburg, South Africa Abbott Laboratories Full time

**DO WORK THAT MATTERS.**

At Abbott, diverse ideas, perspectives, and expertise allow us to create the life-changing solutions that help people live healthier lives. In 150 countries and with businesses spanning nutrition, diagnostics, medical devices, and branded generic pharmaceuticals, Abbott offers you enormous opportunities to explore your interests and help you achieve your career and personal goals.

Abbott’s Molecular Division focus on molecular diagnostics and the analysis of DNA, RNA, and proteins at the molecular level, Abbott Molecular has over 1000 employees dedicated to manufacturing and marketing more than 450 products worldwide in more than 130 countries. We are committed to advancing molecular testing solutions that guide life’s most profound decisions

**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 Abbott Molecular 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 AMD 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.

**Financials**
- Plan and manage Regional Service P&L and corresponding budgets in the territory.
- Ensure meeting Region’s service financial goals including revenue and margin.
- Support the development of value creation strategies including comprehensive service sales in territory and growth margin initiatives ensure their implementation.

**Compliance**
- Ensure compliance of Service team’s activities with the applicable Abbott 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.

**Education**

Minimum 10 years industry or related relevant experience.

4 years of experience in service of healthcare organizations with complex instruments.

At least 3 years Having supervised teams in other Africa, i.e EAST Africa, WEST AFRICA, apart from SADC

Profound knowledge managing budgets as well as service relevant processes, e.g. spare parts, material flow logistics and complaint handling

Minimum 6 years people management experience or equivalent demonstrated experience of project leadership, coordination or supervision of team tasks.

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