Service Delivery Manager

4 weeks ago

Johannesburg, Gauteng, South Africa Abbott Full time

The Opportunity

Abbott's Core Diagnostics Division CDx is seeking a seasoned Service Delivery Manager to lead our Field Service team in South Africa.

This role may be based in Gauteng or Cape Town, with daily travel required across the assigned territory.

The Technical Service Lead is responsible for managing service delivery, working closely with all Abbott stakeholders to ensure 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 ensure timely resolution.
  • Achieve Field Service Expense Plan.
  • Manage and control spare parts inventory to ensure 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.
  • Ensure service compliance with all local and division quality and procedural and process requirements.
  • Implement area service strategy to ensure 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. Bachelor's/Engineering degree in medical/electrical/mechanical or medical technology is preferred.
  • Ideally from IVD or Medical Devices, but 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 with a proven track record, 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.

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