Service Manager Strategic Account

Abbott Laboratories; New York (NY); Remote; USD 97,000 - 195,000; Full time

Job summary

An established industry player is seeking a dedicated Service Manager for a Strategic Account position in New York City. This role involves managing field service engineers to deliver exceptional customer service while ensuring compliance with quality standards. You will be responsible for planning, implementing, and directing all customer service activities to enhance customer satisfaction and business performance. The ideal candidate will have a strong background in customer service, leadership, and project management, along with a Bachelor's degree. This is a fantastic opportunity to grow within a global healthcare leader that values innovation and employee development.

Benefits

Free Medical Coverage

Retirement Savings Plan

Tuition Reimbursement

Career Development Opportunities

Qualifications

• Bachelor's degree required with 3-5 years of related experience.
• Strong analytical, communication, and project management skills are essential.

Responsibilities

• Manage field service engineers to ensure superior customer service.
• Responsible for planning and directing all customer service activities.

Skills

Customer Service

Leadership

Project Management

Analytical Skills

Communication Skills

Education

Bachelor's Degree

Tools

SAP

Microsoft Office

Job description

Service Manager Strategic Account page is loaded

Service Manager Strategic Account

Apply locations United States - New York - New York time type Full time posted on Posted Today job requisition id 31114372

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.

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.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

Our location in New York City currently has a remote opportunity for a Service Manager Strategic Account position.

• Qualified candidates must currently live in the New York City area.
• Must be able to travel up to 50%

What You’ll Work On

• This position manages field service engineers to deliver superior customer service to a strategic account.
• This position is responsible for the planning, implementation, and direction of all customer service and support activities.
• The primary goal of this position is to support customer satisfaction and business performance goals.
• A key responsibility of this position is to support and maintain the professional development of employees to increase productivity.
• This position manages a multi-functional organization to deliver superior customer service to US customers.
• Impact costs by minimizing expenses while maintaining best in class customer experience.
• Interacts with systems personnel as needed to develop and change systems requirements to match current business needs.
• Responsible for supervision, development, assessment, and effective utilization of 10-15 professional customer service advocates. Coaches, mentors, and trains advocates.

Financial:

Accountable for actions that have a direct impact on overtime and spare part spend.

Manage budget.

Quality/ Compliance: Ensure effective implementation of Quality System and regulatory practices across their group to achieve divisional and FDA compliance, work with Quality groups to establish, and improve quality policies and procedures, ensures that employees are trained and follow established policies and procedures, ensures OEC compliance with transactions of goods and services.

Decision making:

• Makes timely technical, operational, and business decisions with high risk or consequences to the business.

Customer Relationships:

• Cultivates relationships with external customers and personnel (direct reports and associated field team) who have direct contact with external customers.
• Has direct impact and influence affecting customer relationships across multiple US market segments (hospital labs, reference labs, blood banks, physician offices), including high profile and influential accounts. Accountable for providing a level of service that is perceived by our customers to be the best in the industry.
• Design and execute training across organizations and divisions as needed.
• Interact directly with all levels of the organization, and the FDA.
• First level decision rights for escalated customer issues and frontline response including consideration of financial implications.

Required Qualifications

• Bachelor's degree required and or direct experience.
• Minimum 3-5 years of related experience.

Preferred Qualifications

• Customer service experience highly desirable.
• Leadership and management experience
• Additional experience in IT, Assay support, and data management to align with client business reviews is desired.
• Field Service experience is desired.
• Knowledge of regulations and standards affecting IVDs and Biologics.
• Call center expertise and a good understanding of operating systems is very important to this position to improve service and maximize productivity.
• Strong analytical, communication, and project management skills are essential and the ability to interact effectively at all levels of management and with customers inside and outside of Abbott.
• Working knowledge of systems applications including SAP, Microsoft Office, and Call Center.

The base pay for this position is

$97,300.00 – $194,700.00

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Field Services

DIVISION:

CRLB Core Lab

LOCATION:

United States of America : Remote

WORK SHIFT:

Standard

TRAVEL:

Yes, 50 % of the Time

MEDICAL SURVEILLANCE:

No

SIGNIFICANT WORK ACTIVITIES:

Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

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.