Abbott Director, Capital Services in St. Paul, Minnesota
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.
Oversees technical support and servicing of Abbott technologies in alignment with organizational goals, policies, and objectives established by the company. This position will be responsible for ensuring that function goals are met; services are provided in an efficient and effective manner; ensuring that staff utilizes appropriate procedures and safe practices; providing overall service coverage for sales support, planning, implementation and related services; and ensuring optimal utilization of personnel and other resources. The position has primary management responsibility directly or through lower management levels for Field and Professional Service activities supporting the United States, Canada and Latin America markets.
Manages and directs organizational resources (Field Service, Professional Services, Support Services)
Partners with headquarter teams in relation to service business operations, service program development and service planning
Partners with headquarter teams in relation to channel service programs within 3rd Party and Distributor networks
Staffs, trains, and evaluates a team of technical, clinical and professional service and support representatives
Performs personnel functions (e.g. interviewing, evaluating, supervising, staff development, etc.) for the purpose of maintaining adequate staffing, enhancing productivity of personnel and achieving objectives within budget
Ensures process and procedures are in place and staff is equipped to support customers and other field personnel
Establishes matrix management structure and ensures effective utilization of shared service resources where applicable
Demonstrates excellent and thorough understanding of all Abbott sales strategies and account management goals leading to a leadership position in customer service
Ensures the effective management of cases and other service activity according to established group performance standards and service level agreements (SLA)
Oversees escalated service situations for the purpose of ensuring compliance is achieved in an impartial manner and in accordance with laws and regulations and/or recommending remedial actions
Participates in meetings, workshops and seminars for the purpose of conveying and/or gathering information required to perform functions
Closely monitors project plans and communicates progress through creation of internal and external status reports and other internal / external communications
Exercises commercial judgment with the proven ability to balance growth, retention and profitability business goals against operational constraints and risk
Assists in the development of and monitors operating plan, balancing assigned service programs and related financial activity for the purpose of ensuring that allocations are accurate, related revenues are generated expenses are within budget limits and/or fiscal practices are followed
Continually assesses the Services function and develops/implements/assigns processes, procedures, and projects for capabilities and operational improvement accordingly
Responsible for assessing and advising upper management on service issues, including both emergent and systemic
Maintains relationships and/or influences management team’s relationships with current customer base and ensures that the customer needs are being met
Assists with new business opportunities, including identification of organic growth within existing accounts, development of proposals (including estimated budgets), and development of new business presentations aiding sales when appropriate
Assists in the development and management of key strategic partnerships in both product and related services development
Investigates organizational development needs on a regular basis and expedites solutions (i.e. custom trainings, development changes, customer and sales support prioritization, etc.)
Maintain knowledge of market intelligence; install base, customer requirements, competitor information
Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors
Performs other related duties, as assigned, for the purpose of ensuring the Complies with U.S. Food and Drug Administration (FDA) regulations, European Commission - Medical Device Directives and other regulatory requirements, company policies, operating procedures, processes, and task assignments efficient and effective functioning of the work unit
Bachelor's degree in Finance, Engineering, Business, Computer Science, related field or equivalent experience.
7+ years’ experience managing very large project teams and projects
3+ years’ experience managing infrastructure/Information systems
3+ years’ experience managing commercial / front-end business function(s) or processes
Previous medical device industry experience preferred.
Experience working in a broader enterprise/cross-division business unit model preferred.
Ability to work in a highly-matrixed and geographically diverse business environment.
Strong leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results.
Ability to work effectively within a team in a fast-paced changing environment.
Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.
Ability to bridge communication between technical and business areas
Multi-tasks, prioritizes and meets deadlines in timely manner.
Strong organizational, planning, and follow-up skills and ability to hold others accountable.
Ability to travel approximately 15%, including internationally.
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 email@example.com