Abbott Service Manager Nederland in Hoofddorp, Netherlands

We are looking for a Service Manager to lead our team in the Netherlands.

Primary objective of the position

Supervises the technical customer support through a team of Technical Support Specialists. Makes required resource-allocation recommendations. Acts as project leader for new systems and as lead field-expert for our commercial customer service proposition.

Responsibilities

  • Has full responsibility for all TSS’s in NL.

  • Participates in hiring proces of Field Service Staff.

  • Defines team objectives, responsibilities, personal goals, and ensures goal achievement (by e.g. giving support).

  • Defines and communicates performance standards for the teams' tasks and develops measurements to monitor it.

  • Ensures that required training courses of his/her staff take place to increase job competence of the people working for him/her and performance of the group as a team.

  • By appropriate risk assessment he/she delegates responsibilities as far as possible to field service staff.

  • Supports staff by counseling and coaching to ensure success of his/her people.

  • Gives feedback to field service staff regarding their performance versus goals (once a year) and defines skills enhancement plans based on formal performance reviews (once a year).

  • Motivates his/her staff by appropriate reward and recognition of major achievements of the entire team and individuals.

  • Manages conflict within the team and between his team and other groups. By doing so she/he attempts to reach compromise between the customer, Abbott's and his/her staff's interest.

  • Sets up continuous improvement plans for all the team members.

Data Analysis:

  • Collects TSS’s activity data and statistics, compares them with the standards and the goals, analyses the data and draws conclusions out of it, and present to Technical Service Director and/or TSS's if appropriate.

  • Analyzes the monthly CMSNext/GSR reports and uses them as a basis for goal setting and measurement and maintains hereby the quality of service.

Reporting/Documentation:

  • Administer all required information and documentation systems at a country level or at area level such as updates information, instrument census, upgrades.

  • Maintains the relation with Area Customer Service to understand the main issues and to support strategies or plans for the Dutch market.

Budget management:

  • Controls department expenses to stay within plan/updates and this for specific items such as FOC, telephone, inventory, travel expenses, gross usage of spare parts, etc.

  • Seeks for process improvement and cost saving with the customer service department.

Customer relations:

  • Reacts to customer complaints and handles personally difficult customer complaints to restore customer satisfaction.

  • Continuously seeks feedback from customers to asses satisfaction levels and initiates/proposes improvements. Joins business reviews with customers in The Netherlands.

Educational background and Work Experience

  • Min. 3 years’ experience as Technical Support Specialist or in a similar position inside or outside the company with people and budget responsibilities.

  • Bachelors degree or equivalent experience required. Bachelors / Engineering degree in medical / electrical / mechanical or medical technology is preferred.

  • Successful engagement with customers, specifically lab staff.

  • Technical expert for product line responsibility

  • Strong communication skills

  • Ability to identify and drive resolution of issues

  • Strong experience in use of analytical tools and software.

What can we offer you?

Abbott provides a varied, challenging and international position in a dynamic and pleasant working environment. In our organization, you can count on excellent primary and secondary benefits, a positive working atmosphere, a personal growth plan, extensive training opportunities and good career perspective. We are in the business of advancement, both in health solutions and in the lives and careers of our employees. Our work across the world and in many areas of healthcare provides a rich environment for our employees to explore career paths, interests and opportunities.

How to apply?

If you are appealed by Abbott, looking for a job with meaning and recognize yourself in the outlined profile, please make your interest known. You can apply via our website ( https://www.jobs.abbott/ ) with your resume and letter of application. Please let me know if you have any questions or comments referring this job profile to Meltem Cakir, recruitment.netherlands@abbott.com .

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com