Key Areas of Accountability: To drive Abbott Always on Service and drive all unbundling activities, service contract renewals, adherence with pricing guidelines and execute business.Responsible for Regional Service CMR – Continuous Monthly Review.Service Excellence - Set and achieve support key performance indicators, with the best in class benchmarks achievement.Responsible for implementing and maintaining the effectiveness of the quality system.Prioritize compliance to the QSR through ongoing support and communication of the Quality Policy. This will be accomplished through leading by example on a daily basis, establishing clear measurable goals for subordinates, and ensuring prompt corrective action for any noncompliance issues raised by subordinates.Coordinate and ensure spare parts inventory availability.Coordinate regular and timely proactive field calls ensuring high level customer satisfaction, where required in conjunction with Sales or Service Support personnel.Coordinate, conduct and assist in customer, Diagnostics Sales Specialist, Technical Marketing Representative training to ensure technical knowledge and competence.Manage projects as identified to meet timelines and quality measures, i.e. refurbishing, major repairs, parts importation.Ensure all administrative requirements are submitted on a timely basis for self and direct reports.Manage cost center budget as allocated, and ensure attainment of service revenues and profitability goals.Monitor and evaluate MTBSC of each instrument and each TSS, and make the necessary improvements to maintain quality and performance.Be ready to assist or support TSSs and TASs in troubleshooting and maintenance of instruments to satisfy customers and meet deadlines.Training Coordinator for Complaint Handling Compliance.Ensure that quality training plan process is conducted.Ensure compliance with all relevant Occupational Health, Safety and Environmental legislative requirements, policies and procedures and serve as a role model to all employees by demonstrating full support of Abbott occupational health, safety and environmental programs.Knowledge & Experience: Minimum of 5 years experience as Field Service Engineer or as a Service Engineer in a Laboratory/Diagnostics Industry.Excellent communication and leadership skills.Familiarity with different equipment technology, spare parts and maintenance processes.Competencies required: Core Competencies
Sets Vision and StrategyCreate and deliver a vision of the future to maximize company performance. Establish and commit to strategies and a course of action to accomplish that long-range vision. Communicate a clear view of the desired future state.
Build Organization and Inspire PeopleAttract and grow people to maximize the collective skills of the organization. Inspire and motivate them to achieve the organization's strategic intent, vision and goals. Create and sustain the organization and structure needed to support our people and business strategies.
Know the BusinessUnderstand Abbott's customer markets business operations and emerging issues. Base decisions on facts experience and logical assumptions taking into consideration opportunity for gain resources constraints risk/reward and organizational values.
Drive ResultsEstablish high goals for organization success and personal accomplishment. Lead to meet or exceed those goals. Create a nimble organization that executes well and makes speed in achieving high quality results a competitive advantage for Abbott.
Make Difficult DecisionsMake timely decisions in the face of obstacles difficulties and challenges. Act decisively demonstrating confidence and the strength of one's convictions. Commit the organization's resources to achieve the company's strategies taking calculated well-thought out risks when necessary.
Encourage an Open Environment and Knowledge SharingCreate a culture of open and honest communication where all are encouraged and feel free to express their views.
Functional Competencies
Customer FocusDeveloping and sustaining productive customer relationships; making customers and their needs a primary focus of one's actions.
Follow-UpMonitoring the results of delegations, assignments, or projects, considering the skills, knowledge, and experience of the assigned individual and the characteristics of the assignment or project.
ImpactCreating a good first impression, commanding attention and respect, showing an air of confidence.
NegotiationEffectively exploring alternatives and positions to reach outcomes that gain all parties' support and acceptance.
Planning and OrganizingEstablishing a course of action for self and others to ensure that work is completed efficiently. Identifying more critical activities and assignments, and adjusts priorities when appropriate; allocating time and resources to complete tasks and projects.
Problem AnalysisGathering and analyzing information correctly. Consistently make sound decisions based on accurate data.
Development of SubordinatesDeveloping the skills of subordinates to fulfill current and possible future jobs.
DelegationDelegating as much work as appropriate to subordinates to accomplish work and develop subordinates.
LeadershipEffectively develop desire in others to work towards common goals.
FlexibilityModifying behavior appropriately to reach goals. Using different behavioral styles to suit needs to situation.
Tolerance for StressAlways able to maintain effective performance under pressure and/or opposition to ideas.
Technical/Professional Knowledge and SkillsHaving achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in area of expertise.
Minimum Qualification: Bachelor's degree or equivalent qualification or experience required. Bachelor's / Engineering degree in medical / electrical / mechanical or medical technology is preferred.
#J-18808-Ljbffr