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 Service Manager for a strategic account in New York City. This role involves managing field service engineers to ensure top-notch customer service and satisfaction. You will oversee all customer support activities, aiming to enhance business performance and employee productivity. The company offers a supportive work environment with opportunities for career growth and development. Join a team that values innovation and excellence, and make a meaningful impact in the healthcare sector.

Benefits

Free Medical Coverage

Retirement Savings Plan

Tuition Reimbursement

Career Development Opportunities

Diversity and Inclusion Initiatives

Qualifications

• 3-5 years of related experience in customer service or management.
• Bachelor's degree required or equivalent experience.

Responsibilities

• Manage field service engineers to deliver superior customer service.
• Plan and implement customer service and support activities.

Skills

Customer Service

Leadership

Analytical Skills

Project Management

Communication Skills

Education

Bachelor's Degree

Tools

SAP

Microsoft Office

Call Center Systems

Job description

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

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.
• 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 including sales and margin.
• A key responsibility of this position is to support and maintain the professional development of employees to increase productivity.
• 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.

Example:

• One national or key account can represent $5-20MM in annual sales.

Example:

• Lack of adherence to quality / regulatory system requirements can result in FDA regulatory action, with high level monetary or other severe consequences negatively impacting the entire 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.
• Align goals to department success factors, understand the business strategy of the
• organization.

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.
• Background in business analysis with direct customer contact experience is desired.
• Knowledge and experience in managing operations impacted by Quality Systems, cGMP requirements, and a high level of FDA and third-party scrutiny is desired.
• 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.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

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.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

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.