Regional Service Manager

2 weeks ago

Mississauga, Canada Abbott Laboratories Full time

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.

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 will have access to:

- Career development with an international company where you can grow the career you dream of.
- 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

This position is field based in the GTA Area in the Core Diagnostics division. At Abbott - Core Diagnostics, we’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.

Under the supervision of the National Service Manager, the Regional Service Manager is primarily responsible for customer satisfaction and providing leadership to an assigned service region. The Manager manages the daily activities of a remote group of Technical Support Specialists. The Manager also performs installations, emergency repairs, and preventative maintenance of Core Diagnostics Division instrumentation. The Manager is responsible for the development of customer service skills of an FSE and for supporting, coaching and developing talent on the team.

What You’ll Do
- Lead a large and remote team of Technical Support Specialists, for half of Canada, providing continuous coaching in customer communication (Achieving Service Excellence) and efficient service practices;
- Be responsible for budget and carefully monitors expenses through efficient use of dispatching and management of overtime and on call scheduling;
- Identify, implement and monitor developmental plans for team of 12-14 remote employees per team;
- Effectively plan and schedule employees to ensure appropriate service coverage;
- Monitor on call and program phone system;
- Monitor Team ISO Train requirements;
- Monitor Team Open Service Call Report;
- Monitor Preventive Maintenance, TSB’s, ISA’s completion and assign to appropriate FSR;
- Review and approve FS Region expense reports;
- Coordinate On Call schedule;
- Ensure compliance / regulatory policies are adhered to;
- Adhere to operating procedures;
- Manage assigned spare parts at the appropriate inventory level;
- Complete service documentation and reports (service tickets, expense reports, inventory records, contract follow-up, reports, etc.) in accordance with Abbott policies and procedures;
- Sell Abbott consumable supplies;
- Analyze workload to prioritize calls and request additional support, as required;
- Coordinate Level 2 support as required for the Region;
- Demonstrates strong communication skills with both internal and external customers;
- Builds trust by regularly making and meeting appropriate commitments with external and internal customers;
- Demonstrates the ability to develop effective teams;
- Promotes acceptance of change;
- Identifies opportunities and acts to grow ADD business through collaborative efforts with sales;
- Determine the best course of action to follow under routine and pressure situations at customer sites;
- Manage Regional Field Service budget to ensure expense and revenue goals are met;
- Routinely travels with Technical Support Specialists to assess individual skill level. Provide feedback and if appropriate, provide training skill enhancement recommendations;
- Monitor training requirements and plan as required;
- Monitor First Time Fix Rate (FTFR), CPY, SIFT and develop strategies to improve;
- Coordinate Region project activities ie: Major installations, Convention support etc.;
- Monitor Region Product upgrade (TSB) completion by due dates.

Required Qualifications
- Bachelor’s degree required. Electronics, Biomedical Engineering preferred;
- Minimum 8+ years of experience in a similar role;
- Avanced knowledge of computer software like MS Office (Word, Excel and PowerPoint) as well as Lotus Notes and Internet;
- Experience with programming of databases or other programming language, as well as dealing with specific databases;
- Demonstrated leadership skills specific to talent development and regular coaching;
- Demonstrated success in managing a remote team;
- Demonstrated leadership and collaboration in cross functional teamwork;
- Requires substantial travel, including air travel;
- Excellent communication and troubleshooting skills;
- Ability to work independently;
- Resourceful with an emphasis on being extremely effective in problem

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