Service Team Lead

21 hours ago


Johannesburg, South Africa Abbott Full time
Job title : Service Team LeadJob Location : Gauteng, JohannesburgDeadline : December 05, 2024Quick Recommended Links
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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.
  • Ideally from IVD or Medical Devices however 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 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

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