Service Team Lead at Abbott

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