Regional Service Manager – Crdx (Mississauga)

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 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.
• 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.

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

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

Required Qualifications

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

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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