Area Field Service Manager - Singapur, Singapore - Abbott

Abbott Singapur, Singapore

3 days ago

Description

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.

Abbott Molecular is a leader in molecular diagnostics and the analysis of DNA, RNA, and proteins at the molecular level.

Primary Function:

The Area Field Service Manager is responsible to manage daily field service operations for Molecular Diagnostics in the assigned region, in alignment with country commercial operations.

Lead a team of field service engineers and / or team leaders and provide exceptional customer service in a technical service environment.

Focus on management and continuously improve the quality-of-service delivery in direct sales and / or partners countries, including service business reviews and the implementation of development plans.

Involved in the implementation of engineering service - related projects in the assigned region.

Major Responsibilities:

Manages day-to-day service operations in direct sales countries, based on customer requirements and resources.

Liaise with distributor, customer technical teams, as well as cross functional partners (Marketing, Commercial, Logistic, Quality, Regulatory) to ensure smooth business operations.

Manages distributor and direct service teams on key performance indicators, development, and implementation of service quality improvement plans.

Develop and maintain relationships with new and existing customers / distributors by negotiating and securing service contracts for labor and comprehensive maintenance packages.

Plan and oversee service governance and compliance activities across service, escalating issues to the senior management and ensuring organizational learnings are implemented within country / countries to mitigate risks and drive continuous improvement.

Monitor country level service performance using relevant data / dashboards, share insights regularly with stakeholders and use to adapt strategic priorities in business collaboration.

Responsible for engineering service-related projects that vary in size and complexity in line with the corporate strategy by taking a leading role in ensuring service readiness in the respective country / countries to ensure both business objectives are achieved.

Supervise activities between internal and external resources and facilitate smooth workflow for service delivery technical operations.

Formulate, monitor, and continuously improve service support policies, procedures, and processes in line with the Global Service Support strategy and the business needs to ensure the future growth of the service business opportunities within country / countries.

Plan, track and monitor the tasks (installation, preventative maintenance, technical service bulletin, instrument service advisory) assigned to the FSE / team leader. Review with them to ensure that all tasks and deliverables meet quality, ISO requirements and service levels.

Responsible for resource forecasting and planning, revenue, and cost targets for service (P&L).

Prepare and manage budgets and monitor appropriate cost information from relevant financial systems. Focus on minimizing discretionary spend and ensure proactive control of costs.

Monitor and improve team performance, providing leadership, coaching, and performance management.

Lead and manage teams to ensure everyone's potential is fully developed and inspire a culture that ensures the delivery of business outputs.

Through utilization of productivity reports and effective performance management, manage the behaviors and performance of team members, where appropriate ensuring that all concerns are managed in accordance with relevant Company procedures.

Keep up with a high level of technical knowledge to be able to manage the FSEs.

Promote and drive exemplary health and safety culture and performance to ensure safe and efficient delivery of all works associated with the overall district delivery plan.

Maintain a repair parts inventory and provide input on parts usage related to failures.

Requirements:

Bachelor's Degree in Mechanical, Electrical or Biomedical Engineering/Life Science

Minimum 7 years relevant experience in field service, preferably in the Diagnostics/Medical Devices/Healthcare field.

Minimum 3 years of proven people management experience

Knowledge of regulations and standards affecting IVDs and Biologics.

Have an ability to troubleshoot and repair electromechanical instrument systems.

Ability to understand and troubleshoot software-based PC programs.

Ability to operate laboratory instrumentation including multi-meters, and data acquisition equipment.

Understanding the fabrication of parts, electromechanical motion control, and mechanical alignment is essential.

Comprehend, understand, and maintain quality compliance initiatives and procedures that are used within the organization.

Ability to manage a team of engineers and build an environment for collective success.

Excellent communication skills – including both verbal and written.

Project management experience is preferred

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