Africa Diagnostics Field Service Lead

Abbott Laboratories; Johannesburg; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Abbott is seeking a Team Lead TSS to manage a team of Field Service Engineers across Africa. Based in the Western Cape, you will oversee installation, maintenance, troubleshooting, and performance improvement of Core Diagnostics instruments while driving service excellence and customer satisfaction.

You will lead and train technicians, monitor KPIs, coordinate with Sales and Applications, and ensure compliance with Abbott SOPs and safety standards. Travel across Africa may be extensive.

Qualifications

• Tertiary qualification in Biomedical Engineering, Electrical Engineering, Mechatronics, Medical Technology, or related technical discipline.
• Minimum of 2 years' experience managing a team of Field Service Engineers.
• Proven experience in field service, technical support, or service leadership in diagnostics/medical devices.
• Strong customer-facing experience with laboratory and healthcare customers.

Responsibilities

• Lead, coach, and develop a team of Technical Support Specialists (Field Service Engineers) across coastal regions of South Africa.
• Drive service performance through KPI improvement (First Time Fix Rate, MTTR, NPS, spare parts, cost-per-box).
• Conduct field coaching, technical training, audits, and performance reviews.
• Support installation, upgrades, preventive maintenance, escalations, and advanced troubleshooting.
• Perform pre-installation assessments and site readiness reviews for new instruments.
• Act as a key technical resource for customers, distributors, and internal stakeholders.
• Collaborate with Sales, Applications, Service, and Commercial teams to enhance customer experience.
• Utilize data to identify risks and opportunities; drive TS Bulletins and improvement initiatives.
• Ensure compliance with Abbott quality systems, SOPs, safety, and service documentation.
• Support a 24/7 customer service model and travel extensively across Africa as required.

Skills

Team leadership

Technical coaching

Customer relationship management

Communication

Analytical problem solving

Independence with collaboration

Service management tools

Education

Biomedical Engineering

Electrical Engineering

Mechatronics

Medical Technology

Tools

Service management tools

Reporting systems

Job description

Abbott is seeking a Team Lead TSS to manage a team of Field Service Engineers across Africa. Based in the Western Cape, you will oversee installation, maintenance, troubleshooting, and performance improvement of Core Diagnostics instruments while driving service excellence and customer satisfaction.

You will lead and train technicians, monitor KPIs, coordinate with Sales and Applications, and ensure compliance with Abbott SOPs and safety standards. Travel across Africa may be extensive.