Abbott Field Service Manager in Lake Forest, Illinois
At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.
Primary Job Function
Responsible for driving value creation and delivering a unique service experience to existing customer base in assigned geography. Lead the team to achieve service excellence & customer loyalty goals.
Core Job Responsibilities
Responsible to lead a team to drive TOR and loyalty goals in assigned territory. Manage workload planning to assure customer experience and service outcomes are in alignment with customer and company’s objectives. Effectively coach team members and engage other functions to provide first line service and escalation through resolution in alignment with customer contractual obligations. Drive and manage new and value expansion installation, Level I escalation support and Standalone & Automation installations of Informatics and Professional Services solutions. Ensure Informatics test of record as per agreed project plans/statement of work. Partners with Sales teams to have a detailed understanding of customer decision makers and influencers. Builds and preserves customer relationships to increase loyalty and reference ability. Assure team compliance with all service and quality procedures and documentation requirements. Provide staff with experiences/assignments to enhance their strengths and improve their developmental needs. Complete all the talent acquisition, performance management and development plan processes in a timely manner. Lead by example the principles outlined in Abbott’s Business Code of Conduct and Values. Take proactive steps to support employees in making good decisions and taking the right actions and preventing employees from compromising Abbott’s integrity and values.
Accountability and Scope
The incumbent works with cross-functional teams as well as customers’ management teams and senior executives. Customer responsibility spans through multiple geographies (US states or countries). Accountable for cost of service, reference ability, service excellence KPIs and solutions value realization in assigned territory.
Education and Minimum Experience
7 years of total business experience and 3+ years of experience leading teams
3+ years of customer service experience
Strong communication skills and adaptability to change
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 firstname.lastname@example.org