Technical Services Manager - London (Diagnostics)

Abbott Laboratories; Witney; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Technical Service Manager to lead service delivery in the Diagnostics division. This role is pivotal in ensuring exceptional customer experiences through effective stakeholder management and team coordination. You will oversee performance metrics, manage service costs, and ensure timely resolution of escalated issues. The position offers a fantastic range of benefits, including competitive salaries and a flexible benefits scheme, making it a great opportunity for those looking to advance their careers in a dynamic healthcare environment. Join a company that values diversity and supports your professional growth.

Benefits

Competitive Salaries

Defined Contribution Pension Scheme

Private Healthcare

Life Assurance

Flexible Benefits Scheme

Qualifications

• Bachelor's degree or equivalent experience required.
• Management qualification is highly desired.

Responsibilities

• Manage stakeholders and coordinate the Technical Service Team.
• Monitor instrument reliability and manage escalated service situations.
• Hire, train, and develop Technical Service Specialists.

Skills

Stakeholder Management

Customer Engagement

Technical Service Management

People Management

Programming (iOS and Android)

Product Knowledge

Education

Bachelor's degree in Engineering or Medical Technology

Management qualification

Job description

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

The Opportunity

We have an exciting opportunity for a Technical Service Manager to join Abbott.

This position works in the Diagnostics division. Our diagnostic solutions are used in hospitals, laboratories and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

As the Technical Service Manager, you will be responsible for managing service delivery, working closely with all Abbott stakeholders to assure delivery of the ultimate customer experience.

What You’ll Do

1. Manage stakeholders including key customers.
2. Manage and coordinate the Technical Service Team in close liaison with District Customer Experience Managers.
3. Set and achieve Key Performance Indicators and customer satisfaction NPS.
4. Actively participate in customer business reviews by providing reporting of service KPIs.
5. Monitor instrument reliability and service costs, managing all escalated service situations to assure timely resolution.
6. Manage and control spare parts inventory to maintain service levels and control DOH and inventory levels to Plan or IBP.
7. Hire, train, coach, develop, motivate, and retain Technical Service Specialists.
8. Implement area goals and incentive plans and perform PEx process for the Technical Service Team.
9. Implement area service strategy to assure standardization and consistency of outstanding service delivery.

Required Qualifications

1. Bachelor's degree or equivalent experience required. Bachelor's/Engineering degree in medical/electrical/mechanical or medical technology is preferred.
2. Management qualification is highly desired.

Background

1. Experience in sales/service industry and/or a proven track record in a similar position, supported by management and customer engagement.
2. Successful engagement with customers, specifically C-Level (including CEO, CFO, COO) and Top Management.
3. Excellent product and industry knowledge.
4. Experience in people management with a proven track record.
5. Experience in building and managing mobile applications (iOS and Android).
6. Extensive programming experience.

WHAT WE OFFER

As you’d expect from a global healthcare company, we offer a fantastic range of benefits including competitive salaries, a superb defined contribution pension scheme, private healthcare, life assurance, and a flexible benefits scheme.

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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